Why Customer Service Shouldn't Be Overlooked When Evaluating Dental Equipment Manufacturers

customer service

Hey dental professionals 👋

When was the last time you were thinking about a new equipment purchase for your practice? Did the amount of options keep you up at night?

Most of these purchases are capital equipment, and a lot of thinking and research may go into choosing the right investment. After all, this purchase may not just affect you - it's going to have an impact on your practice, your budget, your staff and ultimately (if used effectively) your patients!

So, which will you choose? Quality and reliability or cost and affordability?

The answer really depends on your current situation (financially and operationally), as well as considerations for the future, ie. will paying more now cost me less in the future?

What distinguishes a satisfactory purchase from an exceptional one often boils down to something you won't see in a line item on your receipt.. the level of customer service you'll expect after purchase.

Excellent customer service is the linchpin for dental professionals seeking not just equipment but a comprehensive solution that includes after-sales support, training, and reliable maintenance.

Initial Consultation and Customization

You know this already; your equipment purchase journey begins long before any paperwork is signed. It starts with the initial consultation, where the quality of customer service can significantly influence your decision making.

Sales representatives with a deep understanding of dental practices can provide invaluable advice, helping dentists choose equipment that best suits their specific needs. Customization options, which can be crucial for dental microscopes, are better addressed with a customer-centric approach, ensuring that the equipment fits the dentist's workflow and clinical requirements.

Installation and Training

Once a purchase decision is made, the focus shifts to installation and training. High-quality customer service ensures that the equipment is not only installed correctly but that the dental team is also thoroughly trained in its use.

During installation, you'll likely plot out your equipment based on state/local guidelines in the case of X-ray and CBCT. Otherwise, effective placement where your equipment will be used is critical to consider as well.

For higher learning curve equipment, such as dental microscopes or CBCT, effective training can dramatically enhance the clinical outcomes and patient care a dentist can provide. Seek out ongoing training and education about new features or updates are essential for maximizing the investment in sophisticated dental equipment.

After-Sales Support and Maintenance

The true test of customer service often comes after the sale. Reliable after-sales support is critical in resolving any issues that may arise, minimizing downtime in the dental practice. Regular maintenance and timely repairs, facilitated by responsive customer service, extend the lifespan of the equipment and ensure it operates at peak efficiency.

For more complex devices and equipments, having access to skilled technicians can prevent minor issues from escalating into major problems.

Building Long-Term Relationships

Exceptional customer service fosters long-term relationships between dental professionals and equipment suppliers. These relationships are built on trust and the assurance that the supplier will stand behind their products throughout their lifecycle. For dentists, this means peace of mind knowing that their investment is protected and that they can count on prompt assistance whenever needed. It transforms a simple transaction into a partnership that contributes to the success and growth of the dental practice.

So, What's the Cost of Customer Service?

While customer service doesn’t directly impact upfront cost, it’s definitely something you should consider over the long term. Make sure you purchase from a company with a solid track record of providing great service.

A memorable customer experience and a positive service relationship with the manufacturer are key value-adds that won’t be reflected on your initial invoice but will be among the most important features you can get with your new microscope.

For our industry, specifically focused on what Global manufactures, we wrote: How Much Does a Dental Microscope Cost?

Your Long-Term Investment: Selection Guide

Now that you have a better understanding of what investing in a dental microscope looks like, from start to finish, you may be thinking about where you’ll purchase your equipment. This is why we wrote a selection guide to help you compare and contrast dental microscope brands and models, using common features which impact the price you’ll pay and the value you’ll expect.

At Global Surgical, we’re committed to the total satisfaction of our customers. This means we’ll back up the quality of your scope so you get the most long-term value. We accomplish this in many ways, including:

  • Our Limited Lifetime Warranty – We are the only dental microscope manufacturer to offer a full lifetime warranty on your scope, including parts and labor, for all optical and support components.
  • Upgradeable Features – We design our microscopes to be modular and upgradeable, thus greatly minimizing the possibility of obsolescence.

For a list of popular microscope accessories, and their purposes, continue reading: Upgradeable Features & Accessories for a Dental Microscope.

  • Made in the USA – Since our beginning over 25 years ago, we’ve been based in the USA, including our complete manufacturing and assembly facilities. Being headquartered in St. Louis, Missouri, allows us to reach our customers quickly and efficiently, whether domestically or internationally.
  • Quality Customer Support – When contacting our technical support department, you will be served by highly knowledgeable representatives in an efficient manner. If service is required at your location, a skilled technician will be dispatched within 24 hours.

Just Ask a Global Customer!

When asked about her experience with her Global A-Series Microscope, as well as our customer service - Dr. Anne Wiseman of Wiseman Endodontics in South Dakota said:

"I have been using the Global microscope in my endodontic practice for diagnosis for 16 years. I’ve noticed numerous benefits that have contributed to the overall success and reputation of my practice. The A-Series exceeds my expectations with ergonomics and visibility, leading to better treatment outcomes and increased efficiency. I also upgraded my video/display and photography with 4K cameras which has been positive for patient education and documentation.
I’d also like to add that I enjoy their attention to customer service, my local rep has been excellent to work with!"

Questions? Reach Out!

If you’re just getting started with a dental microscope, or considering adding a scope to your practice, we are here to help! We can help configure and customize your scope to your clinical needs, helping you get the most value out of your investment. We’d love to tell you more about Global Surgical and how our A-Series dental microscopes can help your practice.

Get started by reaching out to us at 800-861-3585 or by clicking the button below.