Earl's Story Lesia Crawford

I’d like to share a story about a patient at our office – a story that demonstrates just how important it is to combine customer service and kindness into treatment coordination. His name is Earl and I’d like to tell this story through conversations we’ve had in person and via e-mail.

Earl’s first e-mail: I am responding to a Craigslist advertisement for the resin snap-over-type partial. I am interested. Where are you located? How do I make an appointment? I’d like to find my smile again.

Knowing Earl had found the right place, we scheduled an appointment and he came in. I greeted him. We went into my office to go through some preliminary information. I said, “Earl, I am here to get to know you, find out what you want and help you get it. I will go over your options, show you before-and-after photos, review finances, schedule appointments and walk you through your treatment plan.” Earl and I sat down and he started to tear up. Before I knew it I was handing him a tissue and taking one for myself.

Earl’s e-mail after his first visit: I had lost my smile. For years, I have not been able to share a smile with someone as I pass by. I have not been able to share a smile with friends. Most importantly, I cannot give and share my smile with the two most important people in my life – my grandsons. I can’t share or outwardly express the happiness I feel for others or even myself. Those moments are diminished in my mind because I can’t smile.

Opening the doors to your office was terrifying. It took all that I had to simply walk through the portal. As I sat in the lobby, I was so ready to get up and leave. I couldn’t do it. At that moment, Lesia came to greet me. I felt a bit at ease. Until the moment she said that she was going to take my picture. What? I have never opened my mouth for a picture in years. I tried and she light-heartedly told me that I could do better and really smile. I froze and then I felt the tears release. I composed myself, took a deep breath and tried again. I did it. But it wasn’t until we began to talk that a flood of emotions overtook me and I let everything out that I have been holding in for years. What a remarkable and caring person she is. I will never forget the caring, thoughtfulness and compassion that she showed.

I feel very fortunate to have found your office. My journey continues. In the end you will be the one to put the smile back on my face that I have desired for many years. Thank you from the bottom of my heart.

After discussing the pros and cons of treatment, we devised a plan. He would visit an oral surgeon to have the infected teeth and root tips removed. We would make a snap-on smile in time for his 40th class reunion and then use it as his temporary for when we place implants for an implant-retained denture.

I wrote back: Earl, you had me holding back tears when I saw your lower lip curling at the picture wall. I am so glad you found us and it’s our pleasure to be the office to make you smile again. We are here for you every step of the way. I am proud of you! You are doing something for yourself and it’s way overdue; but better late than never right? You accomplished a lot today. I can’t wait to see pictures of you at your reunion and family photos with the grandkids. Days like today are what make me so thankful to be able to work where I do. Changing lives one smile at a time!

Our office was buzzing from Earl’s positive e-mail, when I received another e-mail from Earl. He was given a treatment estimate for the implants and extractions from the oral surgeon and would need to stop because of finances.

Earl wrote: Well, I guess my journey stops here. Given that my reunion is set for the 20th of this month, I just don’t see any of this becoming a reality. I’m going to cancel my plans to attend at this point since it would be a huge embarrassment to me. Thank you for your time and all that you helped me through. It really means a lot to me. Some time in the future, when things turn around, I’ll be sure to revisit and finish my journey.

I pulled up his X-rays and rallied the troops. The doctor agreed to do the extractions, which she was comfortable with, but typically referred out.

I wrote back: I was just thinking about you today. We are taking your impressions and calling in a favor to get it back on the 19th. Do not cancel your reunion! You are going! I made you an appointment here at 10 a.m. It will be OK; don’t give up. You will be laughing and having a good time on the 20th. We will just get the upper done and see if we can patch up the bottom tooth. You are going to look great!

We managed to deliver his new smile one day ahead of schedule. His joy enveloped the whole office. I can’t say a regular day of fillings and crowns give us the same joy, but giving patients the smile they have always wanted is what we do best.

Earl wrote our office one last time: There is an old Chinese proverb that says, “To get through the hardest journey we need take only one step at a time, but we must keep on stepping.” This has been a most incredible journey to a beautiful smile. I went to surprise my daughters and grandsons by inviting them out to dinner. I walked in grinning like the Cheshire Cat. My family showed up. I tried to keep a composed demeanor but I couldn’t. “I got teeth!” I said. We all laughed when my six-year-old grandson asked me if I could take them out like his other grandpa! My youngest daughter was so moved and immediately started crying... as if I didn’t have enough tears flowing from earlier in the day.

Being able to smile and laugh and joke with family and friends, not to mention smiling at total strangers, has been incredible. What you have done has improved my life, my self-confidence and maybe added just a little swagger too! I just can’t say how life changing this experience has been. I thank you for having the incredible foresight to build the practice you have, and to surround yourself with great staff. You are all skillful and caring people.

I have found my smile and I love you all for that. Reunion… here I come!

The message is simple, take care of your customers, do the best you can and make their experience pleasant. Earl had not been to the dentist in more than 30 years because of a traumatic experience. He was never motivated to have any treatment done because of his fears. We offered an affordable solution to meet his needs for today. His final treatment will be four implants and implant-retained upper denture, a few fillings on the lower arch and a partial or implant-retained bridges. It might take a few years to get there, but motivation is no longer a problem. All because of a little kindness.