A Little Communication Goes A Long Way

Steve Killian, CDT

We all know how busy the dentist and staff are in a successful practice.  As a matter of course, those practices work with successful and reputable dental laboratories.  The trend follows because of the need for expert technical assistance from the most experienced dental technician/technologist in the laboratory.  The dental technologist is in the position to serve the practice and as such makes him or herself immediately interruptible and available to the dentist and staff any time they call or visit the lab.  This is a great position to be in as a highly valued member of the dentist’s team.

This brings me to the meat of the subject – communication.

Too often a dental technologist will call or email the dentist or staff to ask for items that were not included on the work order and, too often the dentist and staff are too busy with a patient in the chair to respond.

Keep in mind that the dental technologist is acting for a patient who is expecting their new smile to be delivered on time, yet the response to the dental technologist may be given low priority.  The call back comes too late or is completely ignored leaving it up to the dental technologist to continually follow-up by phone or email.

Keep in mind that the dental technologist is acting for a patient who is expecting their new smile to be delivered on time, yet the response to the dental technologist may be given low priority.  The call back comes too late or is completely ignored leaving it up to the dental technologist to continually follow-up by phone or email.

In my lab of 75 core dentist clients this is the rule rather than the exception.  I think the solution is to view the dental technologist more as an advocate for the most important patients in the practice and not as an interrupter who can be ignored.

Some time ago I wrote a pictorial article explaining my suggestion that all dentists should, at some time in their career, pour casts from their impressions and trim their own master dies.  In my experience, all dentists who have followed this practice have improved their impression techniques immensely.  Following that practice all dentists begin to look at their own impressions much more critically and their impressions improve as a matter of course. The resulting restorations fit far better and the dentist’s appreciation for their own personal skill raises to one of fulfillment.

At the end of the day, both the dentist, dental staff and dental technologist want to provide the best experience and restoration for the patient.  Clear and timely communication and great impressions will help go a long way in ensuring a positive outcome.

Steve Killian studied dental technology at Southern California College of Medical and Dental Careers, graduating in 1973, number one in his class. Soon after he joined with Jim Glidewell Laboratories and became senior ceramist and general manager for two of his laboratories, El Toro Dental Ceramics and later Cal-West Dental Ceramics. In 1980 Stephen became a National Board Certified Dental Technician in Ceramics. With his growing interest and attention to premium esthetics and quality, he opened his own laboratory in 1983. Steve began to partner

with his brother Greg in 1985 allowing Steve to focus on the technical side while Greg focus’ on the administrative side of Killian Dental Ceramics, Inc, CDL a 30-person lab in Irvine. Steve has served on NADL in various capacities since 2011 and now serves on the board for The Foundation for Dental Laboratory Technology, promoting education and awareness in the profession, while raising money for scholarships, grants and on-line learning programs.

Notable Positions

• The National Association of Dental Laboratories, The Foundation for Dental Laboratory Technology – January 2017 Fundraising Committee Chair, three-year term
• The National Association of Dental Laboratories, The Foundation for Dental Laboratory Technology – August 2013 Elected to Board of Trustees, three-year term
• The National Association of Dental Laboratories, Board of Directors – January 2012 Dental Laboratory Representative at Large, two-year term
• The National Association of Dental Laboratories, Board of Directors – January 2010 Dental Laboratory Representative at Large, two-year term