Going that extra mile shouldn’t be a one off

We talk to technical service director, Scott Selbie about Turbo Turnaround and why going the extra mile for a customer shouldn’t be the exception – it should be the rule.

Founded more than 35 years ago and now part of Dental Directory, Mi-Tec has built a reputation founded on expertise and second-to-none customer service.

Experts in repairing and servicing handpieces, motors and other small equipment, Mi-Tec operates from a state-of-the-art facility in Blackpool and is driven by a highly skilled team which has more than six decades of combined industry and technical experience. It’s a busy operation. This year alone, Mi-Tec has repaired more than 31,000 pieces of dental equipment and around 3,000 customers have turned to them for help.

“We believe what makes us stand head and shoulders above the competition is our people and why for us, going that extra mile isn’t a one off, it’s just another day helping our customers,” says Scott.

“Customers can send in their items for free and if we’re not commissioned to carry out the repairs, what’s unique about us is that we also return them free – we believe that’s treating customers fairly.”

The team is also the trusted repair and service partner for a growing number of equipment manufacturers, including W&H, Anthogyr, Kavo, Bien Air, Sirona and an equine dental manufacturer.

Investment in people and in customers

Mi-Tec invests a significant amount in its staff development each year, something Scott believes gives the team a competitive advantage. Mi-Tec has created an in-house programme that every employee must successfully complete over its minimum training period of two years. In addition, all technicians take part in manufacturer training as standard.

“All our technicians undergo specialist and continuous training. Our customers and partners rely on us to be a source of expertise and know the latest innovations outside and out.”

And that’s a statement Mi-Tec can back up, as its technicians are trained to repair all of the equipment Dental Directory sells – that’s a long list as the company stocks over 27,000 product lines including handpieces and small equipment.

Doing things differently

When an item is being repaired by Mi-Tec a customer can speak directly to the technician working on it - an offering that Scott believes combines reassurance for the customer and the personal touch.

“Personal service and doing the right thing for our customers is second nature – it’s part of our work ethic and culture.”

Its most recent service evolution was the launch of Skype and Lunch and Learn sessions for customers so they can keep their equipment in good working order between servicing and subsequently reduce their repair costs. 

Nothing is too much trouble 

When it comes to helping customers, for Scott and the team there is no limit to the lengths they will go.

“Whether its tracking down a rare part overseas, making sure 99 per cent of the handpieces sent to us for repair are returned the next working day - that’s what we call Turbo Turnaround - or sharing our expertise to reduce customer repair costs that’s just part of the service we provide as standard.”

Because of the team’s unique approach and continued success, Mi-Tec has won Service and Repair Provider of the Year at the Dental Industry Awards 2018.

New for 2019 - Mi-Tec will start to sell handpieces and small equipment.

Find out how Mi-Tec can help your dental practice by visiting www.mi-tec.co.uk or calling 01253 600090.