Platinum vs Gold

We had a two new patients,husband and wife, in our Saratoga office last week. I had treated the man a few years ago in my Troy office when I was taking emergency call for an area dentist. It could not have been a major problem because I don't even recall what problem I had solved for the man (although I could go look at my records.) The husband was chatting with Tricia before I entered the treatment room and he told her that he had been going to the same dentist for many years but that when Dr. Benjamin treated him on an emergency basis, he knew that there was a difference in a platinum dentist and a gold dentist and that when Dr. Benjamin moved closer to his home, he knew that he wanted to become his patient.

I am thrilled that I made such a good impression on my patient when he had that dental emergency. It is my job to take care of my patients in the best way possible to make them happy. I don't know any other way to treat my patients. And by the way, I never charge to see another dentist's patient on an emergency basis when I am taking call for him or her....Even on a weekend.

"Well How Would I Know if My Dentist was Good?"

I was invited to dinner by a very good friend of mine who also happens to be a dentist, although a specialist. Invariably, people will talk about their dental experiences and then ask me ,"How would they know if their dentist was good?"
Most people have children and everyone knows when their child has great anticipation about a trip or a new toy or even a birthday party. Believe it or not, when someone REALLY loves their work, their is the same excitement that you see in a child.
I love to fix teeth....I just do. Sometimes a patient will ask one of my assistants about my enthusiasm for what I do and my staff will say to the patient, " He really does love doing dentistry."
If your physician, dentist, lawyer or car mechanic loves what they do, you can pretty much assume that they are very good at what they do.

Warner Nash, MD

I have never met Dr. Warner but after reading his obituary in today's New York Times, I know that I would have a lot in common with him. I would like to quote directly from his obituary:
He graduated with an MD in 1953 from Columbia University's College of Physicians and Surgeons. It was there that he discovered the work he loved and met the person with whom he would share a life of immeasurable joy, Artemis Damaskinidou, his medical school classmate. Warner approached his work as an OBGYN at Lenox Hill and Doctors Hospitals with Passion. He adored delivering babies as a solo practitioner for over 40 years. He always wore a warm smile and had a constant sparkle in his blue eyes.

Is this the physician that YOU should have selected as your doctor? You bet. When will folks understand that there are doctors and then there are doctors? You need to find people to take care of you and your family that LOVE what they do...Sorry folks the majority of professionals would rather be doing something else... And that is the sad reality.. They take care of you because that is how they earn their living. If you ask them if they love to go to work, they will laugh at you and shake their heads.

I hope that when I pass on that my obiturary will look just like the one Warner Nash, MD had written for him....That would make me very proud.

The Talent Code Part 2

Folks that know or watch people who are truly great at what they do intuitively knew what Daniel Coyle described in his book "The Talent Code." There is nothing new about what your parents told you many years ago: "Hard Work Pays Off."
Believe it or not, I think that Daniel Coyle is missing the most important quality for enduring greatness. The missing ingredient is the LOVE of what you do. Just like the old time baseball players who used to say, " I would play this game even if they didn't pay me."

Do you remember Sunday nights when you were young? Most of us dreaded that time of the week because we knew that in a few hours we would have to go to school. May be some of you still hate Sunday evening even though your favorite show is on TV. You know that you will face another week at a job that you can not stand.

I love Sunday evenings! I love Monday mornings even better. I LOVE picking up my instruments and fixing teeth. If you gave me a choice between going on vacation and going to work.......I would go to work. Many folks just don't understand this and that is ok...I am used to it.

Love what you do and you have an opportunity to be GREAT at your Life's Work. Practice, Passion and Motivation will get you to the gates of greatness. When you add Love to the mix...Greatness is in the realm of possible.

The Talent Code or What it Takes to be Great

The Talent Code by Daniel Coyle is a book that delves into what makes a person great rather than merely good. The author identifies three fundamental principles that lead an individual to become great at what they do:
1. Deep Practice is the willingness to practice at an extremely intense level hour after hour.
2.The investment in time, passion and practice which is combined with an incredible amount of motivation.
3.Studying with master level coaches or mentors. The development of great skills requires other people of greatness who are able to bring out the best in others.

Mr. Coyle's beliefs are nothing new for me or any other person who not only strives for excellence but does, in fact, achieve excellence.
Up until the recession hit our office mid year 2007, I practiced 60 hours a week for 27 years. And when not actually treating patients, I was attending continuing education and have attained 2500 hours of study which is more than any other general dentist in the Capital District. My education was not the result of a few hours of study during a vacation to an exotic location like so many other professionals do but it was spent with many of the world's best restorative dentists such as Frank Spear, Fred McIntyre, Newton Fahl and Paul Belvedere.
Greatness is the result of study, passion, and practice.
Why would any patient accept mediocre care from their physician, lawyer or dentist? Excellence exists and you MUST find it.

Protecting YOUR Rights to Seek Excellence

A few weeks ago, I told you about how the government won't let you spend your own money to buy excellence if you are involved in an auto accident or on the job. Well this morning I had a meeting with Assemblyman Bob Reilly, the State Representative for Latham and Clifton Park. The Assemblyman was approachable, kind and friendly. When I explained that if you were injured on the job or in a car accident, the State of NY forbids you or your employer from buying the best possible dental care when you wanted to pay for your own treatment. Assemblyman Reilly listened carefully, repeated what I had said and then shook his head and said that he didn't think that the State regulation was right and that he would look into that for me to see whether that stipulation in the law could be changed.
Many things in our lives are not right but most of the time we are too complacent (or lazy as in my case) to take a stand and approach our government leaders. When the GOVERNMENT says that we cannot buy a legal product or service using our money, I just could not let that lie.
Thanks Assemblyman Reilly for listening to my complaint and learning how we can fix the problem.

But There for the Grace of God Go I

I visited my local Starbucks this evening which is what I do 3-4 times a week. Sitting at a table was an older man who appeared to be homeless. He had a cup of coffee and a roll that I found out was 'donated' by one of the clerks.
As I was waiting for the baristas to prepare my coffee, I wondered how a human being could fall to such depths and I became very sad. The man was sleeping at the table and as I left the store, I shook him and handed him $5 and got a mumbled "thanks."
I always think about what would happen to me if I suffered a major setback. Would some kind soul offer me food and perhaps let me warm up for a few minutes.
I didn't give the man money because he needed it..I gave it to him because it made ME FEEL BETTER.
Watching someone suffer always makes me think of the saying, " But there for the grace of God, go I."
I found out that the man entered the store and asked the clerk if he could WORK for a cup of coffee. No one should have to beg for food.

Mentoring

Successful people will tell you that they have had one or more people in their lives that acted as their mentors. When young professionals complain that their careers are not progressing as they had hoped, the advice given to them is to "go find a mentor."
I have had two mentors in my career, one on the West Coast, Dr. Frank Spear and the other on the East Coast, Dr. Fred McIntyre. I spent hundreds of thousands of dollars to study with Dr. Spear in Seattle. To study with Dr. McIntyre, I used to get in my car on a Thursday evening and drive for 5 hours to Buffalo, NY to have a one hour meeting with Dr. McIntyre at 7:30 in the morning to discuss your dental treatment with him and then immediately return home.
I am presently mentoring 4 or 5 young dentists including a dentist from India. As you know, I have spent more than $2 million on my post graduate education to take approximately 2500 hours of education. I have studied with the best in the world and after practicing dentistry for 33 years, I recognized that it was time to 'distribute' some of the things that I have learned or invented. My young mentees are free to call or email me at any time at no cost to them. The only thing that I ask of my proteges is that develop a passion for their profession and have a desire to do the right thing for the right reason. Our patients must always come first!
The opportunity to pass along what I have learned to the next generation is extremely rewarding and the right thing to do.

"You Kept Your Word"

I received a call on Saturday from a frantic patient who had her 15 year old fixed bridge fall out. Mary is new to the area and just recently became my patient when she had a horrific toothache. When I originally met Mary I gave her my cell phone number and told her that if she ever had a dental problem that she should call me and I will help her.
Well yesterday she had the problem, she called, and I saw her mid day Saturday afternoon to re-cement her old bridge. As she was leaving my office, Mary turned and said to me, "I can't believe it. You told me that you would help me if I needed you and you did. You kept your word." I thanked Mary for becoming my patient.

Treating a patient right does not just happen during regular office hours. In fact, I have been in my office at 10PM, 1AM, 3AM and 5AM taking care of my patients. That doesn't mean that I will see a new patient or another dentist's patient in the middle of the night. But, when needed, I will see MY PATIENT.
I keep my word to take care of my patients. I gave my word when I took the oath upon graduating dental school that I would do my best to care for my patients..After 33 years...Nothing has changed. I will do my best to take care of you. I give you my word.

I Am Not Alone

I have posted more than 100 blog entries since I started The Benjamin Blog and in each one, I speak to the VALUES that have made the American people great. The traditional values of: Trust, Honesty, Hard Work, Integrity, Giving Value for the fee charged, Passion for what we do, and the pursuit of Excellence. Dr. Scott Weed is a young dentist who has decided to become an endodontist. He recently had a personal experience that he wrote about and distributed to a small group of friends and colleagues. His writings were never intended to be widely distributed but they are so in tune with the essence of the message on this blog that I asked him if he would mind if I placed his message on The Benjamin Blog.
Please understand that we should NEVER miss an opportunity to learn about those rare individuals who are passionate about what they do and strive for EXCELLENCE not because they can earn more money but because they are human beings that receive their satifaction from WHAT they do and HOW they do it. For these folks, excellence is never an option but a modus operendi (method of operation) of how they approach their work, their passion and their life.
Please read Dr. Scott Weed's story...You will love it on this first week of the New Year.

Salt Lake City, UT 2009
Excellence knows no professional bounds!
by Scott T. Weed DDS
Wednesday, December 23

I had an experience of a lifetime today.

My wife and I with our five young children made the drive last week from Los Angeles, CA to Salt Lake City, UT to spend the Holidays with my in-laws. When we mentioned to them that we’re thinking of starting violin lessons for our two girls, my father-in-law tells me that he’s got a neighbor, Peter Prier, who’s a master luthier. He arranged for me to take my girls (Sadie who is almost 5 and
Stevey who is 6 1/2) to Peter’s shop. I was excited. My 3 y.o. son Gordon tagged along too...

We arrived at the shop at around 3pm today and spent a good hour there. Peter emerged from the back of the shop and after introductions I mentioned that I’d like to get the girls started on the violin. He's probably between 65 and 70 years old, stands about 6 feet tall, was born in Germany and came to the States in 1961. His slight German accent perfectly harmonized with the totality of the scene. He stood before us studying the girls in a way that intrigued me. He snapped up and turned to a rack of student violins behind him and said, “This should be a perfect size,” as he grabbed the 1/10 violin. He guided the tiny instrument into the arm and under the chin of Stevey and had her “palm grasp” the scroll of the instrument with her left hand and said, “See...a perfect fit.”

He repeated this for Sadie. Without delay Peter began tuning the instrument with no reference pitch whatsoever. He plucked swiftly at the strings singly and in combination with each other as he adjusted the tuning pegs. Next appeared a bow with which he rasped the strings as if assessing the tone of the violin. He set that instrument down and proceeded to do the same with two others. Then he went back and forth between the instruments playing bits of notes and runs...his mind seemed to race. He did this for only about 30-60 seconds per instrument but it seemed like 10 minutes. “This one is the best,” he said handing me the instrument. It’s hard to explain but he had both a confidence about him and a great humility. He commanded both respect and obedience without saying a word. He could have said to me during the process, “Go empty that trash can in the corner,” and I’d have done it for him.

We then talked about instrument construction and when I told him I had minor experience building guitars the conversation turned to woods, shellac, resins, glues, carving instruments, etc. He asked me to wait a minute and he’d return.
After 3-5minutes he returned with an old violin. He explained that it was made in 1718 by Antonio Stradivari. He said it was called the “firebird” due to it's reddish finish and brilliant flamed maple and sound. He picked up a bow and played for 5 minutes or so and I was absolutely mesmerized by the complex yet warm tone. I immediately recalled a Latin phrase inscribed on an Elizabethan lute:

Viva fui in silvis
I was alive in the wood
Sum dura Occisa
I was cut by the cruel axe
Securi dum vixi tacui
In life I was silent
Mortua dolce cano
In death I sweetly sing

This was maple from northern Croatia and Alpine Spruce grown during Europe’s “little ice age.” He explained that of all of Stradivari’s instruments, those built from 1700-1720 were considered his best and that this “firebird” was among an elite group of 12 instruments.

He stretched out his arm toward me and told me to take the instrument. I hesitated. "You want me to hold it?" "Yes," he said. I carefully extended my hand and took the instrument. He could tell I was considering its weight in my hands and said, “It weighs one pound exactly.” I examined the wood, the finish, the purfling, the f-holes, the original printed name inside with date...everything. I cannot describe the feeling of awe as I held this instrument and could not help but think of the man who made it. An ordinary Italian man born in 1644 made the decision that he would be the best luthier he could be. And his legacy remains now 291 years later in the hands of a kid from the Nevada desert who thinks he wants to do root canals. Humbling. Peter told me he was selling the instrument for $8 million soon to a Swiss man who has “more money than he knows what to do with.” The ultimate plan of the Swiss buyer is to donate the instrument back to a museum in Stradivari’s hometown of Cremona, Italy. I plucked a few of the strings, knowing that my hands were among the most profane to coax sound from the instrument. I handed the instrument back to Peter.

We then discussed the violin for my girls and he talked about the price for the violin, the bow, and the case and at no point did I feel pressure, nor did I feel any bit that he was a salesman. I felt that he understood me and wanted to give me what would be best for my needs. I really don’t know much about violins but I trusted him completely. I paid for the instrument and loved every minute of it. I told my father-in-law, who was with us there, that I would do business with a guy like that any day of the week. I’d fly across country to buy from Peter if I need another violin. It doesn’t feel like I spent money. It feels like I gained a ton and in exchange gave something to a man who deserved every penny and then some. I can’t imagine coming any closer to the true spirit of “Americanism” than this transaction. One thing he said that struck me was this: “I can’t afford to sell junk here.” This is when he mentioned that there are dealers online who sell violins for $125 or $150. I felt a bit ashamed that I had found a website earlier that sold a $125 model and had considered getting it. As I was leaving he said, “Now don’t forget, if it doesn’t work out for your girls, or if they continue to play and outgrow the instrument, bring it back and I’ll give you full value.”

Peter Prier is an expert. He practices excellence. He does not compromise. He carries with him a confidence that is a direct consequence of his practice philosophy. He runs a “boutique” shop in downtown Salt Lake City, UT and I spent about $500 more there than I had planned. But I couldn't be happier. My girls are excited and will always remember standing in a small shop, the smell of wood in the air, and this old German man with a green shop apron playing beautiful music for them on a cold snowy day.

Excellence knows no professional bounds. Excellence is not always appreciated by everyone. But the rewards of living an excellent life are orders of magnitude greater than pursuing any other path...