How a technical advisor can help your lab

And although 2,000 miles separated myself and the clinician, because we stayed in constant contact, the case dropped right in with no adjustments.

The key to every successful clinician/laboratory relationship is clear communication. Keating Dental Arts has set aside a whole department dedicated solely for this purpose, and this has played a key role in our success.

As a technical advisor, it is my job to act as a liason between the clinician and the technicians to ensure the best result for the patient. On any given day, each technical advisor at Keating Dental Arts will evaluate 30-40 cases that need to be addressed with our respective accounts. These cases range from simple calls such as a needed shade or a missing opposing cast to complex treatment planning. In the end, it is important for both the clinical team and the laboratory to work together for the benefit of the patient.

How many frustrated patients have stormed out of the clinician’s office? How many hours of chair time have been lost as a result of ineffective communication between the clinician and lab? How many late nights have lab technicians had to work overtime due to a prescription that was unclear or was not followed? How many times have clinicians looked bad because the patient was sitting in the chair but the restorations weren’t there?

All of these things are an unfortunate reality in our industry, but with solid communication, we can minimize these discouraging moments.

Another advantage to having a technical advisory department is that you get to know your clients on a more intimate level. This is a great way to retain your customers.

As you speak to a clinician, you will understand what he/she likes and dislikes. Over time, you will understand your client’s personal preferences and gain his or her trust.

This is crucial when the time comes that another lab stops by your client’s office and tries to gain his or her business.

When both clinical and laboratory teams are on the same page, everything falls into place.

The clinician and the patient are delighted with the esthetics and the functionality of the restoration. The laboratory is recognized for a job well done. We can all breathe a sigh of relief.

As for me, the technical advisor, the greatest sense of gratitude comes when I get those Saturday morning voicemails, thanking me for Jane Doe’s case ... speaking of which, I just got another voicemail I have to check — it must be about John’s case.

About the author

Kevin Kim began in the dental lab industry as an outside sales representative for a small lab in Anaheim, Calif. While attending Los Angeles City College’s dental technology program, he was taken under the wing of the late John C. Ness, CDT, of Productivity Training Corporation. Currently, Kim works as a technical advisor for Keating Dental Arts in Irvine, Calif.