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Although LMT strives to offer you marketing strategies to build your business and encourages the practice...See more of being flexible with your dentist-clients, we know the customer isn't always right.
That's why we periodically run articles that encourage you to take stock of your client base to evaluate those accounts that cause stress, minimize your profits and test your principles. When your attempts to resolve the problem fall on a deaf ear, then you have to decide whether or not the amount of time and emotional energy you expend on serving that client are worth the income he generates.
"You have to be able to say to a problem customer, 'Look, I have employees to pay and a business to run. If you can't help me make a profit, then I can't help you,'" said Greg Thayer, CDT, owner of Thayer Dental Laboratory in Mechanicsburg, Pennsylvania, in our 2002 article. "What you don't want to do is keep clients that you should get rid of; you'll only internalize the stress and end up hating what you're doing." — tagged Gregory Thayer, CDT