To say Ryan Napolitano made some changes to his father's laboratory is an understatement. In 2003, Precision Craft was a 17-person, "mom-and-pop" operation in a 3,500-sq-ft space. Today, it has doubled in size—in terms of staff and dentist-clients—and operates in a $3.4 million, 14,000-sq-ft facility.
"When I came aboard, it was still very much the lab I had grown up in," says Ryan, who worked in the lab since age 10 and formally joined in 2003 after earning a degree in communications and marketing. "Everything was run on a day-to-day basis; work came in, work went out. There was no marketing or long-term plan of where we wanted to be in five or 10 years."
Ryan initially got involved in administrative and marketing functions, including conducting a client survey to get a picture of where the lab was and where it needed to go. Using that feedback and other industry research, Ryan and his father—Richard Napolitano—developed a long-term strategic plan to grow the...
Richard Napolitano, CDT, Owner and CEO of Precision Craft Dental Laboratory in Smithfield, RI, received his Associate’s Degree from Durham Technical Institute NC and his B.S. degree from Providence College. Napolitano is an allied member of the American College of Prosthodontists and the NADL and lectures...
One-on-one interaction is a higher priority than ever before now that the economy has exacerbated the price-cutting phenomenon, according to LMT’s 2012 Fee Survey. To enhance customer relationships, respondents are offering more client education, joining study clubs and finding opportunities just to get more "face time" with their dentists.
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