My Extra Degree: Ritz-Carlton-Caliber Service

By LMT Communications, Inc.

Posted Sep 12, 2017 in Management

“Ever since we were introduced to the Ritz-Carlton Concierge level of service, we’ve changed our philosophy about customer service and challenged ourselves to offer Dental Lab Concierge Service,” says Carol Pilmer, RDA, Co-Owner, R Dental Ceramics, Solana Beach, CA. 


“A customer service specialist handles concerns and problems; a concierge makes things happen, creates experiences, anticipates a client’s needs and fulfills them. This ability to foresee problems makes a huge difference in the quality of service we provide our clients.


“Here are a few of our concierge strategies:



  • When a case arrives, we immediately review the Rx, impressions and models. If we have any questions, we email or text the dentist, giving him the option of answering at his convenience. Most of the time, we have our answer within the hour and in writing to avoid miscommunication.

  • Keeping...
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About The Author

  • LMT Communications, Inc.

    LMT Communications delivers the business strategies, information, dental laboratory news and education that dental laboratory decision-makers need to succeed. In Print. In Person. Online.

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