How We've Instilled Intense Client Loyalty

My wife, Yuko, and I have owned our four-person C&B lab since 2010 and from day one we’ve followed one core concept: to be more than just a box for impressions at the front counter. We strive to provide the best customer service possible by being personal, accessible and visible.

We give our cell phone numbers to all of our clients and have our phones within reach 24/7. Our clients call us to discuss anything from materials to treatment planning, when they have a patient chairside or when they’re just having a challenging day and want to bend an ear. We’ve even gotten calls from clients on weekend evenings when they have a sudden thought or concern about a case.

Most of our clients are local and we’re in their offices at least twice a week. For new clients, we’re present at the first few crown seatings, allowing...