Does the dentist understand customer expectations?

I went to the dentist today. I'm not a big fan of dentists (bad experiences with braces, etc. as a kid). I seem to change dentists regularly because they just don't connect to me (or maybe I don't connect to them). Anyway, I chose this dentist because when I called their office the person answering the phones was wonderful. She was reassuring and concerned about my comfort level. Now, I get to the dentist and I'm one of those people who share my expectations up front (I find it makes it easier to figure out if you can get along or not). I told the dentist that the way to get me to come back and even consider treatments was to not tell me about the whole hoard of problems I have and how much MUST be done IMMEDIATELY. He was better than most; but, he still came up with a whole list of issues -- who knew that silver fillings you got decades ago weren't supposed to last more than 10 years. What? Are you kidding? So, now I have to have those drilled out and replaced? And you want to do it with crowns? I have one crown in my mouth now and that gives me more problems than any other tooth -- and you want me to get more?

Then, he said since he had taken so long to go over the plan, he didn't feel I should get my teeth cleaned today. I should come back. I told him, if I didn't get my cleaning today I wouldn't be back -- that's the main reason I went to the dentist. I'll give them points. They did my cleaning, and Crystal, the hygienist, did a great job.

I don't understand how come I set the expectations but that didn't matter. If I was the dentist, I would have said, "You have a couple concerns for the future, but for now, I would consider getting a simple filling replaced and then after you're comfortable with current dental practices and with me, we'll talk about a future plan." Since that's not what he did, I did it to myself. I made an appointment to get one simple filling replaced and after that, I'll decide the future.

Guess I have to handle my own expectations. People, it's about the customer -- not about you. If someone tells you how they need to be handled, can't you at least try to meet their expectations?

Now I'm going to do some online research -- do the old-fashioned fillings really go bad after a while?

Going above and beyond at a restaurant

I'm usually the person who speaks up about poor customer service. Today, I'd like to commend Provino's Restaurant in Duluth, Georgia for good customer service. This past weekend, my husband and I went to Atlanta to visit his son and celebrate his birthday. We went to Provino's. The food was good, including those cute little garlic rolls (that were never-ending). Our waitress was just the correct amount of attentive throughout the meal. When we received our check, we noticed that it was not our check (it was much less). We told our waitress and asked for the correct check. She was apologetic and offered us a complimentary dessert to off-set the hassle. Really, getting the wrong check was no hassle. She asked us a couple times if we wanted dessert -- we said no. It really was not a problem. When we paid (by credit card), she came back with the receipt to sign and said she had deducted the glass of wine my husband had. How nice. We definitely did not expect that. We were not upset over receiving the bill. We never would have asked for anything special. But, she did do something to make sure we left with good feelings. And we did. I'm guessing that a glass of house red is not a big expense for them, but look at the result. I told several people about the service and our experience and am now writing about it here. People -- customer service is easy! Thank you Provino's. Based on your service, we'll be back.

My mind is spinning...

Tomorrow is election day and I still have not decided on every important race. I did send an email today to msnbc.com to tell them they had lost a formerly loyal viewer to both their website and tv channel. I'm all about bias, but they have gone overboard. They no longer report, they gush. That doesn't help intelligent people make up their minds. After last week's Obama infomercial, Chris Matthews gushed almost treating Obama as God-like. I flipped to foxnews and Sean Hannity spouted off the same questions I had. It was scary -- Hannity and me thinking alike? I've never voted for a Republican president EVER before. And it still might not happen tomorrow, but I'm not voting for a person just because the mainstream media is overly bias. Enough politics. I can't even have a good conversation with my daughter or mom right now. Thank goodness it will be over tomorrow (hopefully with no recounts, court cases or corruption).

One of my priorities this week (since I am out of work right now - by my choice) is to find a new residential phone company. I'm all about customer service and AT&T does NOT meet my standards. I have a story about my numerous phone calls from AT&T even though I'm on their do not call list. I'll save that for another time -- after the election.

Looking for an easy-going car salesperson

Today I had a little spare time so I headed to the local Pontiac dealer to look at Pontiac Vibes. I've been thinking of buying a new car for quite a while. I don't need one, it's just that I kind of want one. I did work for General Motors for 20+ years, so I understand a little about car dealers. I'm not a typical buyer. I don't need a sales person. I just wanted to sit in the seat to see if it was comfortable. I already did all my research on line. So, a sales person comes up to me and I said I was just looking. He proceeded to talk and talk and talk about who knows what. I said I really didn't have any questions - just wanted to try out the seat and make sure it had automatic headlights (I can't remember to turn the switch off). Then I asked him what his best price was. Of course, he couldn't tell me a price - he just sells -- someone else does the price. He started to ask me for all kinds of personal information. I said no. I told him I didn't need anyone to call me and follow up. He got all riled up and said that's what he did - that's his job ... to sell. I said I didn't ask for a salesperson ... I just wanted the price and when/if I decided to buy, then I'd come find a sales person. He got all huffy. He did get me a price (which I know isn't the best price) and because he got huffy, when I do decide to buy -- it won't be from him.

Why can't I set the expectations for my sale as opposed to a salesperson trying to set them for me?

The future is???

Today, the pitcher is full, but I don't know what's inside. I gave my notice at work on Friday. Even though I don't know the next opportunity, I know it's time to find one. If I continue to go to the same old job every day, I'll never look for something new or go out on a limb and try something else. I know I'm all about employee communications, meeting effectiveness, customer service and good leadership. So, do I do that type of work at a big company or do I start my own business (even in today's economy)? Time will tell ...

On another subject, the Barack Obama campaign hasn't called in a while. Guess they gave up on me. I donated to the Hilary Clinton campaign, so I guess Barack figures I'm fair game. I'm one of those independent undecideds. And, I'm still undecided. I really want to find some reason to vote for Obama - because I really DON'T like 'W', but I haven't found much I admire in Obama. The Obama campaign has called me 8 times - after I ask the volunteer who calls some tough questions, I usually get to speak with one of the 'paid' field organizers. What a hoot.

17 days till I decide.