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Working Together: How Dentists and Labs Can Find a Great Fit by Jeff Parker

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The relationship between dentists and labs is a notoriously delicate one. In the hyper-competitive market that emerged with The Great Recession, there is increased pressure on both the dental practice and the lab to operate as efficiently as possible while still providing great service and a quality product. Whether you are a dentist or a lab owner, you surely realize that this relationship is extremely important. Without a solid dentist/lab relationship, running an efficient practice is less possible and not nearly as enjoyable. A good working relationship makes the process smoother and more profitable for everyone.

By finding a good dentist/lab fit, both parties get to know each other's work. This familiarity can make the end result faster, better and seamless for everyone. Having been a lab owner for the past 16 years, I've had the opportunity to develop many working relationships with dentists, relationships that have been very successful and long lasting. I have also had a few experiences where the relationship did not endure. Thinking about these relationships, I believe there are three key factors in the dentist/lab dynamic that ultimately determine long-term success.
  1. A good fit between the needs of the dentist and the abilities and business model of the lab
  2. An existence of a mutual respect between the dentist and the lab
  3. An ongoing effort by both parties to nurture the relationship
A good dentist/lab fit is crucial. When I'm asked about my business, I often describe dental restorations in the same manner as cars. You can buy a Yugo or you can buy a Lamborghini or anything in between. It is important for the dentist to know specifically what they want and need before initiating a relationship with a lab. It would be unrealistic to enter a Yugo dealership seeking the quality and craftsmanship of a Lamborghini, and conversely you would end up frustrated if you entered a Lamborghini dealership expecting to pay the same price as a Yugo. Dental labs are no different.

A dentist who owns a practice that is based primarily on high-volume insurance-based cases at lower fees will generally not find long-term success in using a small, high-quality lab with highly skilled and trained technicians who pay attention to every detail of every case. This lab will charge higher fees and have longer turnaround times that correlate to the quality of the restoration being delivered to the dentist. This situation is not a good fit, and while there may be a short-term relationship, eventually the dentist's need for low-cost, quick turnaround restorations will conflict with the lab's cost of production. Ultimately, the differing business models will usually cause an end to the relationship.

On the other end of the spectrum would be an ultra-high-end dentist in Beverly Hills catering to wealthy, demanding clientele trying to find success in a relationship with a gigantic production lab. In this case, the dentist's need for attention to every detail will not be matched by a lab that specializes in high-volume, low-cost restorations. This dentist will inevitably become frustrated by not receiving the attention to detail or the proper level of communication that he or she expects for high-paying patients.

For long-term success in the dentist/lab relationship, it is essential that practices match with a lab that caters to a similar level of clientele. Without a quality/fee match, it is extremely difficult for the relationship to sustain. Neither party is right or wrong, but the differing business models will eventually cause a strain on the relationship.

Mutual respect between the dentist and the lab is another key factor in maintaining a healthy, successful relationship. This aspect is quite a bit more difficult to define, but is of extreme importance. This respect comes in many ways: the ways the dentist and lab communicate, how problems are solved, and how the financial aspect is handled. Respectful communication is essential in our industry, but is sometimes lost when things do not go smoothly. Frustrated parties can turn to finger-pointing which breeds resentment and disrespect.

Dentists and lab owners are running businesses and trying to make a profit. When things go wrong with a case, successful relationships can compromise in handling the costs associated with remakes and adjustments. Some dentists expect all remakes, regardless of the reason, to be at no charge, while some labs charge full price for any remake or adjustment. Neither approach is respectful to the relationship. Finding common ground and respecting each other as business owners is essential. Dentists expect their labs to provide consistent quality in the time frame requested and labs expect dentists to provide accurate impressions. We all know these expectations are not met 100 percent of the time, however. Communicating early and often in a respectful way keeps both parties on the same page and working together instead of allowing frustrations to develop.

Lastly, I have found that nurturing relationships is an extremely important aspect of maintaining successful, long-term working success with our accounts. From my end, I make sure I speak to each of our accounts on the phone or in person on a regular basis. I always make a point to ask about specific cases and open the door for feedback even if it is not positive. Often times I'll ask "Are you having any consistent issues with anything?" or "Is there anything we can be doing better from our end?"

Life in the lab often gets hectic, but taking a few extra moments to talk is a benefit to both parties. I make an effort to visit our accounts in person (even out-of-town accounts) occasionally since nothing beats face-to-face communication. Knowing someone personally rather than just as a voice on the other end of the phone is good for both parties. Equally important is the time dentists take to communicate with me, whether it be to say "great job" and share pictures of a difficult case or to open dialogue on an issue that has been bothering them.

The most successful relationships I have are with dentists who take the time to nurture the relationship as well. When both parties focus on the relationship as a whole and look at the big picture of the partnership, it is much easier to weather small bumps along the way. In addition, the longer the relationship, the better you get to know your lab or dentist. Familiarity can help each party get into a groove working with each other. This groove results in increased efficiency, satisfaction and profitability.

In conclusion, there is no exact science that makes the dentist/lab relationship successful, but starting with a partnership that fits the needs and business models for the dentist and the lab provides a good starting point. Open communication and mutual respect for each other—professionally and financially—strengthens the relationship. A great relationship between the dentist and lab increases satisfaction in our day-to-day professional lives, and just like a personal relationship, it takes time, effort, respect and communication to make it successful.



Jeff Parker, BS, CDT, is the owner of Dentek Dental Laboratory, Inc., in Scottsdale, Arizona. Parker started Dentek in 1999 and became an LVI certified master ceramist in 2006. To learn more, visit Dentekdental.com.


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