How the Skill of Listening Transformed My Lab

Happy World Listening Day!

As a kid, adults always told me I was good at listening. I always knew listening was useful, although I couldn't have predicted how useful it'd be in my professional career. I've mentioned this in past newsletters, but, when I was younger, I would work in my parents' grocery store. My parents would always remind me and make sure that I knew my main priority when working there was to help our customers in any way possible. I learned so much from the conversations I had with our customers and found different ways to help by just listening to them.

A core value from my parents' store that I brought over to the dental lab is this: Always Look for Ways to Help. I quickly learned that staying quiet and listening presents opportunities that I'd easily miss otherwise. For example, as a smaller laboratory, I still enjoy and appreciate being able to do some deliveries myself and meeting with my dentists face to face regularly. One day nine years ago, in 2012, when I was doing my normal delivery route, I saw a dental office I'd never noticed before. I decided to walk in and introduce myself.

Although I could've focused on myself and my business while talking with the nice front desk staff, I chose not to — instead, I listened to what her needs were. We had a great conversation. She began to let me know how convenient it would be for her and the doctor if she had a lab close by to drop cases off to because of their special working hours.

Since my lab was just up the street from her, I realized after listening to her that we'd be a perfect fit together. It was clear that she needed a lab that was nearby and could accept cases after hours. As soon as I got back to the lab after that first day we met, I searched and purchased a drop box that would accept their cases. Approaching a decade from when I first met them, her office has been a great loyal customer of ours ever since!

Listening doesn't "fall out" of fashion, either. From the established dentist to the new doctor just out of dental school, our ability to listen and adapt to your unique needs has been one of the greatest reasons why our doctors continue to work with us for multiple decades. A couple months ago, we started working with a dentist that just graduated from dental school. I noticed something a little unusual: For all of his crowns, he was only requesting one particular material.

This new dentist and I chat all the time to get feedback from each other and to plan cases prior to starting them. One day when picking up a new case, he expressed his concerns and said, "this patient heavily grinds his teeth." So, I recommended one of the strongest crowns known for strength. However, despite my recommendation and him recognizing that it was the best choice for the patient, he was hesitant to proceed.

Finally, after listening to him, I heard him say, "I am overwhelmed by all the different type of cements that are available." That's when it dawned on me: This was a perfect time to help. I was able to make our conversation into a teaching moment to this new doctor and informed him that the cement he was already using can be used to place the crown that is the best choice for our patient. When I explained to him that he didn't need to buy new cement, he thanked me and told me that the other labs he worked with prior to working with us never took the time to tell him that!

I was amazed, but perhaps not too surprised. Since I look carefully at every case and develop personal relationships with our dentists, we often find those details or trends that other labs will miss.

Listening is a skill that we don't always see the benefits from. Usually, it takes time for listening to enrich our lives in a meaningful way, but what listening can get you, you can't buy with money or any other resource. You can't buy back missed time with a loved one or a client. I think that makes listening worth celebrating. Today, I am so thankful I was taught over and over again to the point where it's ingrained in my head: the simple but important lesson of listening and helping. Happy World Listening Day, everyone!