After moving to Austin from out of state, I needed a new dentist. Trails Dental Group was listed in my insurance Provider Directory so I made an appointment for an exam, cleaning and consultation on a chipped tooth. On the day of.my appointment, I checked in, had x-rays taken, and then met with Dr. Diehl. Up to this point, everything had gone smoothly. The office staff was great and the facility was very clean.
Dr. Diehl made no attempt to connect or build report, but I kept an open mind as she moved into her exam. I've had too many exams to count over the years, but this one felt rough. It's now been seven hours since the exam and my mouth is still sore from her aggressive poking as she checked for pockets and called out numbers. I wasn't surprised to taste blood, but I did feel like I was being poked with exaggerated pressure. Then she started with her presentation. Keep in mind, I had been seeing the same dentist for a decade. We had had conversations about recommendations, particularly around a single deep pocket, but this type of cleaning (root planing and scaling) would not be covered by insurance and I had declined. My dentist monitored the pocket, but honored my decision to defer treatment and did an "above the gum-line cleaning" every six months. Now, I had let cleanings go for perhaps two years so I expected a conversation about it. During that whole time I had no decay that warranted fillings.
I was not expecting what happened next.
When the dust settled, she launched into a treatment plan, beginning with what is know in the world of sales (MY world) as "an assumptive close".
"Here's what we're going to do:..." I immediately recognized her training and tactics. I listened and let her continue, her distant but professional manner and polished, well-chosen words dripped with every consumers nightmare of salesiness. As a Sales Leader and coach of top performing teams, I took it in with a mixure of amusement and mild annoyance. Three crowns and a mouth guard later, plus deep scaling and planing combined with laser cleaning I began to realize that i was in the wrong chair. When she finished, I was undaunted and said calmly and confidently that this was not the purpose of my visit and that I was here for a cleaning without interest at this time in these other recommendations.
I was stunned by the arrogance and lack of awareness that followed!
"These are not recommendations. These are requirements, those necessary to bring your mouth back to it's fullest health" she said flatly. She continued that she was acting in my interest and was unwilling to do anything less than what was outlined in.her treatment plan.
Really? Did she really believe that she could violate so many fundamentals of good salesmanship and rely on the kind of approach that I would expect to find on sleazy used car "dirt lot" or a time-share hot box?? She actually thought I would roll over and cave to what now felt like professional bullying??!
My mind went back to the previous week when I had taken my older Lexus with 225,000 mile to a mechanic with outstanding reviews. I expected that he might make some additional recommendations, and in the end I had gladly authorized them ALL, investing far more than I had anticipated. I saw the value, knew it was time, and he let me make the decision without pressure. This was very different.
"Is this covered under my insurance?", I asked. She dodged quickly. "You can speak with the front desk about payment questions. I deal with medical questions only", she said with practiced professional curtness. "Do you have any other questions for me?"
I stared her down. "Are we at an impasse?", I asked. "Are you really telling me that you are denying me treatment unless I comply with all your dictates, and your position is all or nothing?" More practiced slick professional answers like someone testifying before Congress. Arrogance hung heavy in the air as she assessed her own power-play. The short answer was yes.
"Then I think we're done here and I'll see my way out." I don't tolerate bullying. Period.
When leaving a bad review, I always try to lead with self-awareness, beginning with "Do I have a wrong expectation?" Nope, not this time. My body. My rules.
In the end, my recommendation is "Run! Run far and fast from dental groups that appear to be owned by investor groups that are primarily concerned with sales, questionable tactics, and the bottom line above all." This was my experience here, and I have seen it as a growing trend over the years. Not all practices are like this, but I would stay far away from this one based on the way I was treated.
Peace to all. read more