Gailya Axam DDS

naphia bennett (30.06.2017 19:01)
Dr. Axam and her experienced team are knowledgeable about the care of my oral hygiene. Whenever I come to her office, I am welcomed with warm smiles and great service. She is honest, sincere, and friendly. Whenever I have a concern with my teeth, her office works me in as quickly as they can. Dr. Axam is the go to for all my dental needs!

Brandon Harris (24.02.2017 21:24)
This was a terrible overall potential new patient experience. Despite the office admin, Curtisteen Metoyer, being the consummate customer service professional, I would seldom recommend this practice.

I have a particular schedule and can only spare a few appointment times per week. Curtisteen thougtfully and graciously assisted to offer a myriad of options that would best suit my needs. She was polite and clearly engaged in my overall satisfaction. She tailored my experience in an exceptionally personable way. She scheduled my new patient appointment, sent me the online forms to complete in advance and quickly walked me through parking, the exact building the suite was in and a quick run of show as to what to expect upon arrival. Furthermore, she offered a warm and sincere farewell.

Winning at becoming a new patient! Sadly not ... Within 30 minutes I received a phone call that my schedule appointment time was actually not available. Inquisitively, I returned the call for clarification. That is where things turn awry ...

I hear the phone ring to be answered, "hello."

"My name is Brandon and I booked an appointment and received a follow up call stating my appointment time is no longer available for my scheduled date. Can I book one of the alternatives discussed?", I replied.

"None of those times are available, we are not open then!", The lady replied with a combative tone.

"But I have an email and voicemail confirming these times.", I responded.

"Look, I am the office manger and we are not open then." ,The office manager insisted with an egotistical tone.

I than asked to speak to Curtisteen to thank her for impeccably bespoke service.

"I am in a meeting with her now. She needs to learn this if she wants to keep her job. She needs to learn!", the office manager authoritatively stated.

My question to the office manager is: Who trained Curisteen? If she was now in a high guest contact position, with a particular expectation, who authorized her training plan complete? Clearly, as office manager, you are one of your direct reports would sign off on that. Meaning, her lack of knowledge is an indication of your poor training plan. It's never a new hires fault the expectations you fail to set.

Lastly, and most memorably, aggressive public reprimand and including threats of termination are tactics from the lowest rungs of management styles. These tactics are taught in no classroom and are last resorts only to those lacking emotional intelligence.

Worst of all, you threatened to fire a consumate professional in front of customers over a scheduling you didn't teach her. Your tone, my friend, needs some work with your patients and especially your staff. You clearly have a new office admin for a reason. People don't quit jobs, the quit people ...

Ericka Redden (10.09.2016 02:44)
Best dental experience for my son and I EVER!. The entire office staff is impeccable. Courteous, informative and professional. Sergio is the best dental hygienist in the business.

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