How I Fired a Client and Gained Peace of Mind

I had a loyal and favorite dentist-client who had taken a chance on me when I first opened my lab in 2018. As my lab grew, he remained one of my top accounts and represented about 15% of my workload around the same time he decided to sell his practice a few years later.

The first month I received cases from the doctor who took over the practice, the impressions were a challenge. I discovered that, rather than pouring his own models as the previous doctor had done, he was leaving them for the staff to pour, which wasn’t happening quickly enough given they were using an alginate impression material. He tried to get us to pour them at the lab instead but obviously I couldn’t rush to the office every time he took an impression. Instead, I worked with the office to switch to another material that would give them more time.

However, issues continued. Prescriptions were vague and incomplete and, when I would call to clarify, I got little to no response....