“If you have fun at your job and enjoy the people you work with, the customer can’t help but notice.”
A business record that extends back to 1877 is rare to find. But Patterson has not only endured for over a century, it’s thrived to the point that it is the second-largest dental supply company in North America. Marya Lessard, National Technical Service Manager, explains the company’s resilience as a result of its surprisingly simple customer service philosophy: “If you have fun at your job and enjoy the people you work with, the customer can’t help but notice that you’re smiling, that you’re in a good mood, and that you’re here to help. As long as my customers are happy, it’s a great day.”
The philosophy works. Patterson’s growth led to Lessard’s division outgrowing its space a decade ago. “Patterson as a whole is family-friendly, a great company to work at,” said Lessard. “So when we had to move and expand, my criteria came from that perspective: not too far away from our original location, near major highways to help everyone’s commute, and of course, amenities nearby. I thought hard about where people would go for lunch, and how they spend their time outside of these walls.”
The demands of the constant evolution of the dental business, along with the wide range of services and products that Patterson offers also meant that a new location would have to provide not just one specialized space, but several. “We have a lot of steam from equipment that is being tested, so we needed a space large enough for the machines as well as a space-specific ventilation system. But it would be right alongside the hand piece room, where more heat was needed. Again, our employee comfort and experience matters, because they in turn create the best experience for our customers.”
“Nowadays in today's dentistry, there are so many different new products that we work with that can make your dentist appointment nearly painless,” said Lessard. “So when we moved here, we knew the value of each person having their own space to do what they do best: making sure that our dentists have everything they need. We believe you can relax and enjoy being at your dentist appointment—it sounds odd but it's possible. Our people are committed to making that happen.