The Art of Communication: What to Expect as an MDA Client
Working with a boutique marketing agency like My Dental Agency offers several advantages, most notably personalized service that adapts to your practice’s needs. The cornerstone of exceptional service is communication, an area in which our entire team excels. It’s no secret that we are proud of our dedication to open, honest communication.
Back to Basics
In the age of AI and digital, many companies are using tools to improve their customer service systems, with automatic answering services that route clients to the right queue. Rather than improving the customer experience, in many cases, these so-called efficiency measures create confusion and frustration. That’s not how we operate at MDA.
We believe in and are committed to keeping the lines of communication open to our clients, however they choose to reach out. Our team members are respectful, helpful, encouraging, sincere, and honest. They listen first because they genuinely care about our clients’ needs.
No one likes to wait when they have a problem, a question, or a need. So, when a client reaches out to an MDA team member, the team member responds as quickly as possible. And they can do that because we are a boutique agency, exclusively serving dental practices. That means our project and account managers speak your language and understand the unique challenges independently owned practices face in the market.
The Good, the Bad, and the Ugly
On the other side of that coin, our team is proactive, often anticipating a client’s needs and providing ideas to optimize a campaign or pivot if it looks like something needs to change. We’re not afraid to tell the truth about results, and we never inflate numbers, exaggerate outcomes, or set unrealistic expectations. That serves no one. Rather than promise big and make excuses for not hitting the mark, we are fully transparent. Our clients are in on our process from day one. There are no secrets. And while our team strives for success, we also understand that misses are valuable too. We use those moments to check in, analyze, educate, revise, and improve. Then, we get right back to work, providing solutions, not placing blame.
Newcomers
New clients have a dedicated onboarding specialist to guide them through the critical first six to eight weeks of transition to our way of doing business. The onboarding process goes very smoothly when you have someone who’s there to keep you on track and organized — because the day-to-day duties of running a practice don’t stop, and you need to be there for your team and your patients.
Once onboarding is complete, we’re ready to hit the ground running. Your account manager is with you from the beginning and we assign each client a project manager who will stay with them going forward, as long as they continue to partner with MDA. We pride ourselves on the tenure of our team members. Most of them are long-timers, having worked with us for more than five years. And as we grow our client base, we will continue to add team members who understand our philosophy of service and communication.
Of course, MDA is not the only game in town. There are larger marketing firms and smaller ones, all offering similar services. However, very few can provide the same high-quality service and access that we do. We recognize that a boutique firm is not right for every dental practice, and we’re not trying to change that. Our clients take a similar approach with their patients as we do with them. That is, they are interested in more than simply providing a service. They’re creating a highly personalized customer experience.
