Companies

Partners in Care

07/05/2024
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10 min. to read

Crafting Success at Darby Dental Supply

Picture this: A customer grieving the loss of their faithful four-legged companion receives an unexpected package in the mail. Inside, along with their usual pet supplies, lies a heartfelt note from the Chewy team expressing condolences and understanding. It’s a small gesture, yet it speaks volumes about Chewy’s values—a company that recognizes the profound bond between pets and their owners and isn’t afraid to show it.

Now imagine another scenario where a pet owner, struggling to find the right products for their furry friend’s unique needs, reaches out to Chewy’s customer service. Instead of robotic responses, they find genuine empathy and personalized recommendations tailored to their pet’s requirements on the other end of the chat line. It is a story of going above and beyond, with the understanding that each pet is more than just a transaction but a beloved member of one’s family.

In every customer interaction and package sent, Chewy.com tells a story of empathy, connection, and the enduring bond between pets and their humans. This narrative transcends commerce, reminding us that even in the digital age, the power of genuine care and compassion still leaves a lasting impression.

Darby Dental Supply is the Chewy of dental supply. Just as Chewy transformed the pet industry with its empathetic approach, Darby is revolutionizing the world of dental supplies through its commitment to exceptional, outstanding service. Darby recognizes the human element behind every purchase, striving to provide products and a sense of care and personalization to dental professionals nationwide. In the dental industry, Darby is a testament to empathy’s transformative power in business.

Darby encourages its account managers with a simple yet powerful directive.

“At Darby, we believe if you can say yes to the customer, say yes to the customer,” says Scott Walsh, Vice President of Sales. “We don’t
just talk about taking care of customers, it’s something that is ingrained in our DNA and runs through every single department – from sales to accounting and everyone in between.”

This philosophy serves as a guiding principle, emphasizing the importance of prioritizing customer satisfaction above rigid adherence to policies, procedures, or bottom lines. Darby empowers its team to exercise discretion and flexibility in meeting each customer’s unique needs.

This customer-centric approach fosters stronger relationships and drives sustained growth in revenue and profitability. By prioritizing
responsiveness and adaptability, Darby ensures that every interaction leaves a lasting positive impression. In turn, the company has built a reputation as a trusted and customer-focused leader in the dental supply industry.

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“At Darby, we believe if you can say yes to the customer, say yes to the customer.”
– by Scott Walsh, Vice President, Sales

Dee Fischer, CEO of Fischer Professional Group, has decades of experience growing DSOs by helping doctors create systems, accountability, and passion in the workplace. She relies on Darby as part of her success.

“Working with Maria Mulé of Darby has been an excellent experience. Her level of customer service is truly top-notch – possibly the best in the nation! At every step of the way, she has been attentive and knowledgeable, and she always goes above and beyond to ensure everything runs perfectly,” Dee shares.

Darby’s Account Managers receive regular training throughout the year. Pictured is one session with Leonora Purellku, Darby Training Manager.

 

“The repair man your team found for us cleared his schedule and got to our office the next morning with a loaner machine while he fixed ours. In our moment of crisis, I appreciate everything that the entire Darby team did to help us,” says Adina Ferguson of Union Family Dental, another happy Darby customer.

This is finding ways to say “yes” to the customer, and often, it makes all the difference. One tell-tale sign of excellent customer service is often long-term relationships built with trust and sustained over time. They are also vital in business. In dental supply, these partnerships are crucial for consistency and growth.

“I’ve been working with my account manager for over ten years. During this time, we’ve expanded to 23 locations and are still growing. We chose Darby for many reasons – their attention to detail and ability to go above and beyond to help us expand Nuva Smile. Without Darby and our long-term relationship, we wouldn’t have the support and knowledge to keep up with the changing times. I’m lucky to be partnered with a company that puts our needs first,” shares Angelika Yermolenko, the Hygiene Director/ Procurement Manager of Nuva Smile.

In another instance, a recent DSO customer faced a common challenge plaguing many multi-location dental practices: inconsistent equipment solutions and pricing across their various offices. This lack of uniformity created logistical headaches and led to disparate experiences for patients and staff alike. Recognizing the need for cohesion and standardization, Darby, led by their dedicated account manager, stepped in to provide tailored solutions. Through meticulous coordination and personalized guidance, their account manager worked closely with the customer to streamline their equipment procurement process, ensuring that every office would receive the same high-quality experience. This collaborative effort alleviated the burden of managing multiple suppliers and bolstered the DSO’s reputation for excellence across all their locations.

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“When I joined Darby, I thought I’d be walking into traditional sales training. I was blown away that rather than learning how to sell things, it was all about how to treat people.”
– by Leonora Purellku, Sales Trainer

A much larger DSO, Signature Dental Partners, faced significant hurdles in finding cost-effective solutions. With 93 locations, they needed to deliver the same quality in each location while also saving money. Their Darby account manager stepped in to offer personalized assistance, identifying private label items to help them maintain the same excellent quality product but with significant savings.

Darby and Big Brothers Big Sisters of Long Island teams at the ribbon cutting for the Darby-sponsored “Kids Closet.”

 

This effort and partnership addressed the DSO’s immediate challenge while positioning them for continued success in the future.

So, what is the secret to such customer service success?
At Darby, it hinges on a simple yet profound principle: taking care of their employees. Darby prioritizes all aspects of their team’s well-being, from professional growth to health and wellness. They equip their staff to excel in their roles. With over 100 hours of product training provided annually, they also equip employees with the knowledge and expertise needed to deliver exceptional service to customers.

“When I joined Darby, I thought I’d be walking into traditional sales training,” says Leonora Purellku. “I was blown away that rather than learning how to sell things, it was all about how to treat people. Rather than up-selling, our training revolves around Darby’s methodology and how to treat the customer and anticipate their needs and wants. Another huge differentiator is that our account managers receive an unprecedented amount of product training to develop their mindset as well as their professional growth, which really helps our customers navigate product selection and feel confident in viewing our team as trusted advisors.”

By caring for their employees with excellence, their employees can do the same with their customers. Darby demonstrated unwavering support to its employees during the COVID-19 pandemic. The company sent monthly PPE care packages to every employee, working to provide whatever they could to keep their employees and their families safe. Darby also took proactive steps to educate its sales team on alternative product options, ensuring customer needs could be met even when certain items were unavailable.

The company encourages employees to get involved in philanthropic efforts and comes alongside them in support. Their reach has extended from food and toy drives in local offices to 5K and walks around the country to helping to build a dental hospital in Rwanda.

Darby is a proud partner of Big Brothers Big Sisters of Long Island (BBBSLI). Darby’s purchasing and warehouse teams coordinated a delivery of supplies to help local students prepare for the upcoming school year. Pictured left to right: Hans Dietz and Will Diaz.

 

Across levels and departments, Darby prides itself on giving back to the community. Liz Meyers, Darby’s EVP Global Procurement, spearheads Darby’s Social Responsibility Program which is committed to making positive impacts on local, national and global communities.” Liz is also longstanding member of Big Brothers Big Sisters’ Board of Directors, a nonprofit organization that Darby is proud to support. Darby’s purchasing and warehouse teams coordinated a delivery of supplies to help local students prepare for a new school year, and the organization sponsored a new “Kids Closet.”

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“Creating a culture of success and inclusivity requires a vision that not only includes success with business objectives, but a very real dedication to employee wellbeing and social responsibility,”
– by Andrea Hight, Division Director, DSOs

Another is Beyond The Game, which provides children with the resources, support, and mentorship opportunities they need to succeed. Allison Alexander, Vice President, Darby Group Companies, recently spoke to local elementary school students about the importance of generosity and gratitude as part of Beyond the Game’s “Girls with Pearls” youth program. This initiative is focused on mentoring and uplifting young girls through sharing important life skills like confidence, communication, and setting goals.

“In joining the Darby team, I learned that this dedication to doing good is threaded throughout all we do. Today, in addition to my role as Division Director for DSOs, I am participating as a board member for the National Network for Oral Health Access (NNOHA) in choosing a new executive director for this organization. NNOHA exists to support the success of community health centers and other nonprofit organizations in assuring access to dental care for the communities served across the country. Because Darby supports my board role with NNOHA, I am able to contribute training and education for clinicians and administrators, chair NNOHA’s membership committee and ambassador program and participate in conferences. All of this is part of supporting the success and sustainability of oral health safety net programs. I am honored to represent Darby in these ways,” she adds.

Darby is proud to support Beyond The Game, a non-profit organization that provides children with the resources, support, and mentorship opportunities to succeed. Allison Alexander, Vice President at Darby Group, companies spoke to local schools about the importance of generosity and gratitude.

 

In addition to prioritizing overall well-being among its staff, Darby is also committed to raising mental health awareness and supporting key initiatives and organizations that support well-being.

“Creating a culture of success and inclusivity requires a vision that not only includes success with business objectives, but a very real
dedication to employee well-being and social responsibility,” says Andrea Hight, Division Director, DSOs.

Darby believes that when employees feel valued and supported, they are better equipped to provide care and attention. Their commitment to investing in their team’s growth and development enhances employee satisfaction and translates into tangible benefits for customers that set them apart.

Darby’s dedication to caring for its employees is reflected in the remarkable average employee tenure of 13 years. This speaks to the care provided to each employee and the support they receive to grow professionally within the organization.

By delivering exceptional customer service with a “say yes” attitude, Darby becomes an integral player in its clients’ success stories. In today’s dynamic and quickly evolving dental landscape, having a reliable partner like Darby becomes priceless.

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