Success through Customer Service
Oct 01, 2013
When Dr. Frank Kendrick decided to start his own dental practice, he knew what patient population he wanted to serve. “My personality is meant to be working with children, he said. “Adults are way too serious.” Given the success of Eastfield Pediatric Dentistry and Orthodontics and its new sister office in Huntersville, it seems Dr. Kendrick’s self-assessment was right on the mark.
Dr. Kendrick opened his Eastfield practice in 2006 without a patient roster. Through advertising and word of mouth, he saw 13 patients on day one – unheard of in the profession. Business has grown exponentially since; Dr. Kendrick now sees several hundred patients per week there.
In 2009, Dr. Kendrick was inspired to open a second practice. He found space in a three-story professional building in Huntersville with eight pediatricians in-residence, providing ample opportunity for internal marketing. However, securing the loan needed to start the practice proved challenging.
That was until Tony DeMauro, client manager at Bank of America, visited Eastfield to conduct a cash flow review, a service the bank provides its small business clients. Dr. Kendrick reiterated his desire to open a new office while they discussed his finances. DeMauro concluded that, in spite of the tough economic times, the Eastfield practice was performing extraordinarily well.
Following DeMauro’s endorsement, Bank of America provided Dr. Kendrick with financing to open Southlake Pediatric Dentistry and Orthodontics in 2012. He sees an average of 50 children per week there and looks forward to serving many more families in his new community. Dr. Kendrick is currently looking to hire another full-time pediatric dentist at Southlake who will keep that office open full-time.
He attributes his success in business to a keen understanding of children. Dr. Kendrick studied children’s temperament and behavior even before pursuing a career in dentistry. He is proud to be among the few hundred dentists in the country certified by the American Board of Pediatric Dentistry and he is committed to hiring only dentists with pediatric expertise.
Dr. Kendrick’s connection with Bank of America has also been integral to his success. At the heart of the relationship is a shared commitment to quality customer service. “On our side of the house, we always reach for and focus on creating a positive experience for clients,” said DeMauro. “Dr. Kendrick has the same business model.”