Research Paper on:
Dr. Sandra M. Finch's Dental Practice and Customers Role, Satisfaction, and Retention

Unformatted Sample Text from the Research Paper:
Finch, D.M.D (www.drfinch.com), provides the reader with a good outline of the services available in her dental practice in White Rock, British Columbia. The web page gives background, education and  training information about Dr. Finch herself under "Meet the Doctor" as well as other customer services areas such as "About the Practice", "New Patient Information", "Cosmetic Dentistry", "Testimonials" and an  email contact address under "Contact Us". The importance of the customer/patient is emphasized throughout the web site and the invitation is also extended to welcome new patients. However, in order  to retain her current patients and attract new patients, various customer relations procedures could be introduced which would provide a unique edge over the competition. These practices could include increased  advertising through other areas of the media, public speeches to local social groups, customer satisfaction surveys, setting up a referral network, larger access through the web page, guaranteed appointment times  and extended hours among other suggestions. Dr. Finchs internal patients are those who have already had dental work done with Dr. Finch and it is in the dentists best interest  to maintain this customer base and assess their needs in order to provide them continued satisfaction in the future. For patients who have only visited Dr. Finch once and never  returned, follow-up assessments must be made as to why the patient decided against returning. Was it dissatisfaction with the procedure; inconvenient office hours; inadequate financial benefits; or other reasons? External  customers to the business are considered those who have not yet been treated by Dr. Finch and need to be marketed in order to come for an initial assessment by  the dentist through incentives in advertising or recommendations from other patients satisfied with the service. Researchers in examining customer based services or professions have found that many professionals within the