The Remake Debate

Mention "remakes" in a room full of laboratory owners and you know you're in for a spirited discussion. It's no wonder: not only do these cases-gone-wrong cut into your profits, but they can wreak havoc with your production schedule and erode the relationships you've built with your clients.

Add to that the frustration expressed by technicians who feel the bulk of remakes are beyond their control; in fact, our survey participants say more than three-quarters of remakes in their laboratories are due to dentist error. These laboratory owners and managers repeatedly say that--across all departments--most remakes can be traced back to an inadequate impression.

Of course, the quality of the final impression is dependent on a number of variables but what's equally important is how cooperative the doctor is when problems are brought to his attention. While most of our survey respondents say dentists appreciate a call about...