I am a former CT resident and professional residing in MA for a little over a year now. Our family had ties to Smiles for the Future as they have cared exceptionally for our two beautiful daughters since they have had teeth! All the Dentists have been warm, knowledgeable and professional and created a strong environment of educating their patients and exercising patient advocacy. Due to this reason I feel compelled to share an extremely cold, robotic and downright insulting experience that I had a few minutes ago with a financial representative by the name of Diane. Diane Wilcox emphatically reminded me that I was mistaken in my belief that kindness, empathy and advocacy was the mission of the practice as in her words "this is just a business". It is important for me to share that we as paying "customers" dropped the ball and owed your practice $109.00 which was payed a few minutes ago. This is a double fold embarrassment for us as we lost credibility with your business and did not keep our agreement as a customer as well as the fact that we are blessed and paying this amount would not have put any financial strain on our family as it may for some who may not be as fortunate. The reason that this wasn't paid was that we simply slacked on our responsibility and it got lost in the shuffle of moving, giving birth to a new child while raising two others, career demands and many other stresses that most families go through I'm sure-so shame on us. Given this embarrassment upon opening a letter letting us know that we are being "dismissed" from the practice for non-payment of $109.72 my husband and I both frantically and sheepishly called to pay it and had the pleasure of having Diane admonish us. My husband started the convo by apologizing profusely, expressing his embarrassment and emotional attachment to the "business" not practice as Diane corrected us today. He asked as to what he should do to seek the practice's forgiveness and have our daughters allowed back in to this "business". Diane led the conversation by asking why we drive so far to come here and why have we not considered other dentists. He explained that Smiles for the Future has cared for our children since the beginning and we have a loyalty to the practice. She then told him that there would be a lengthy financial process involved as the "business" gives preference to "paying customers"!! She then said that our payment arrangement would be to pay upfront and then get re-imbursed by our insurance. No worries-it's not what she said it is how she treated us.
At this point I took over the convo and asked Diane to soften her approach as we had taken responsibility (although late) and called the practice ourselves embarrassed about the non payment. Diane then scolded me a -39 year old (somewhat responsible ) professional and said "I just don't understand why you wouldn't open your letters, I just don't understand that if it is only $109 dollars and you say you don't have financial problems why you wouldn't just pay it" she said she deals with many customers just like me and if I understand how a "business" works that is a problem. I told her shaming someone who just took full ownership of the issue and initiated contact was not a palatable approach. I shared with her my professional background is of a business leader and that without advocacy or a pleasant engagement manner your business would lose patrons or the respect of future patrons and create negative word of mouth publicity! I am humiliated by Diane's talk down manner, coldness and insensitivity. I understand it is probably a skill set necessary to her position. Yet please understand the impact on a "business" called Smiles for the Future. Our future is not only dependent on our children's clean teeth but rather their demeanor in how they treat humanity even when delivering an unpleasant message to a "slacker customer". It is the respect and dignity that we give each other that will also ensure the success of the world as well as your practice.
Thank you Dr. Shulman, Magdalena and Bina for your exceptional care with our children. We have the utmost respect and gratitude for your service. read more
