By Steven A. Fishman, DDS, FADL, FICD
Why Dentistry Should Not Be a Commodity
In the business world, there are three primary aspects that any business can emphasize: Price, Quality, and Service. However, it is practically impossible to excel in all three simultaneously. This reality is evident in various industries, such as fast food and fine dining, as well as in large retail chains like Walmart and Costco.
The Fast Food Model: Price and Service
Fast food restaurants like McDonald’s, Wendy’s, and Burger King are examples of businesses that emphasize Price and Service. They offer relatively inexpensive meals and quick service, but the quality of their food is often compromised. These establishments rely on minimally skilled, low-wage employees to provide mass-produced meals efficiently. The focus here is on delivering a product quickly and affordably, but not necessarily with the highest quality.
The Fine Dining Experience: Quality and Service
On the other end of the spectrum, fine dining restaurants prioritize Quality and Service. These establishments offer a slow-paced, comfortable atmosphere, with highly skilled chefs using the finest ingredients to prepare each dish with care and expertise. The service is personalized and attentive, contributing to a refined dining experience that justifies the higher prices. Customers pay for the quality and the exceptional service they receive.
Big Box Retailers: Price and Quality
Retail giants like Walmart, Sam’s Club, and Costco operate on a model that emphasizes Price and Quality. They offer a wide range of products at competitive prices, often sacrificing personalized service in favor of efficiency. These stores rely on high volume and large-scale operations to keep costs low, but the customer service experience can be impersonal and lacking in detailed product knowledge.
Implications for Dentistry
Dentistry, like other areas of healthcare, faces the challenge of balancing Price, Quality, and Service. Is dental care a commodity similar to fast food, where cost and speed are prioritized over quality? This approach would involve reducing costs through bulk purchasing, using lower- cost materials, and employing less skilled labor, much like the models used by Costco and McDonald’s. However, such an approach raises concerns about the quality of care delivered.
Some areas of medicine, including surgery, emphasize Quality and Service. These fields require highly skilled professionals and advanced facilities, where compromising on quality is not an option. Patients expect a high standard of care, reflecting the critical nature of the services provided.
The Right Model for Dentistry
The best model for quality dentistry aligns with the Quality and Service approach. This model acknowledges that while various choices exist, the highest quality dental care is accompanied by the best service. Just as a five-star restaurant uses the best ingredients and skilled chefs, top-tier dental practices employ highly trained professionals and provide an exceptional patient experience. The principle of “you get what you pay for” holds true, as investing in quality care ensures the longevity and health of your teeth.
In conclusion, dentistry should not be treated as a commodity. It is a vital aspect of healthcare, where the choices made regarding quality and service directly impact your well-being. Prioritizing quality and attentive care is essential for maintaining the beauty and longevity of your smile.
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