Because he has a busy practice, new patients for dentist Dr. Kirby Brown are told that, unless there is an emergency, the first available appointment will be in three months. If they accept the appointment, they will be reminded of their appointment by a courtesy call. This first visit will take about an hour. On this visit, their teeth will be cleaned and x-rayed, their gums will be examined and the dentist will talk to them about future dental treatment needs. Dr. Brown is:

Question

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Dr. Kirby Brown is managing customer expectations by informing new patients that the first available appointment will be in three months, and reminding them of the appointment by a courtesy call. This sets realistic expectations for the patients and helps avoid disappointment if they expect to be seen sooner.

Because He Has a Busy Practice, New Patients for Dentist