Cliff's Notes

The Business of Dentistry

Disney University, Resin Based Cements

Cliff’s Notes for May 9, 2010

Cliff Marsh, Henry Schein ……Cell: 201-321-7494……Fax: 201-262-2210…..E-mail

“Catch someone doing something right”
Kenneth Blanchard & Spencer Johnson

In This Week’s Issue
• Disney University: No Mickey Mouse Customer Service!
• The New Jersey Dental Association has Eyes on the Future!
• Resin Based Cements.

Disney University: No Mickey Mouse Customer Service………………
A number of years ago I had the fortune of attending a session by the Disney University. It was sponsored by the NJ State Chamber of Commerce and Jim Cunningham was the instructor. The 2 day session focused on people management and team motivation and it was probably the best seminar I ever attended. The purpose was not to tell you what to do, but to tell the story of how and why Disney does it the way they do, so that you can customize and incorporate some of the techniques into your business. I did, and the results were amazing.

One of the biggest mistakes a dentist makes is trying to duplicate what their peers do. Every business is different and all standard programs need to be customized. What works for me may not work for you. The concepts and procedures may be the same, but the big variable is the personality of the office and dealing with that effectively is a science.

Below is a excerpt from the Disney University wed site. Think about it, a Magic Kingdom vacation for the family while you learn how “Mickey” does it.

While it may not grant terminal degrees in the subject, The Walt Disney Company knows a lot about customer service. That’s why 250 Emory employees recently attended a seminar by Jim Cunningham of Disney University Professional Development Programs called “Service, Disney Style.”

Cunningham outlined Disney’s attitude toward customer service, which is known as the best in the world.

Disney’s methods for customer relations vary according to the situation and the type of consumer involved, said Cunningham, but overall, the company strives to pay great attention to detail and to exceed guests expectations.

Cunningham emphasized that Disney takes two points seriously in its view of customer service. First, “the front line is the bottom line,” and second, “it’s 10 percent product and 90 percent service.” “It’s the type of service received that usually determines the decisions customers make,” he said.

Cunningham stressed the importance of getting more information and feedback from and to the front lines to find out more about customers’ wants and needs. “Answers to customer questions should be fast and accurate,” he said.

“Disney employees constantly ask, ‘What makes us Disney? What makes us different?'” Cunningham continued. “It should be the rallying cry for any business.” The dynamic and interactive model of service at Disney includes four points set in a connected circle-delivery, setting, guests and the service goal.

For example, Disney’s average guest is a family that has saved for two and a half years before taking their vacation, Cunningham explained. “Everyone has certain needs from Disney, certain stereotypes of Disney and certain emotions involved that determine what they do,” he said. “If you think emotion is a flat line, you’re missing the boat-high emotional satisfaction determines our repeat visitors.”

As for Disney’s service goal, the message is clear, he said. “We create happiness. We provide the finest in entertainment for people of all ages everywhere.” In pursuit of this goal, Disney encourages its employees to be “aggressively friendly” and to focus on their four priorities for guest entertainment-safety, courtesy, show and efficiency.

Because facts are negotiable but perceptions are not, Cunningham said, setting takes on great importance. He told the Emory group that 5 percent of all Kodak film is used for pictures at Disney attractions. Disney’s attention to detail sends staff around the world to recruit cast members and to get things right.

Cunningham ended the seminar with a quote from Walt Disney himself: “You don’t build it for yourself. You know what people want and you build it for them.”

My father once told me “listen, you’ll be amazed at what you learn”. Don’t try to re-invent the wheel, it’s already done. Log onto the Disney Institute then call Cliff.

The NJDA Eyes The Future………………………………………………
The New jersey Dental Association has created a working relationship with Henry Schein Dental. The association is now directing efforts to help their membership understand and grow in the new world of dental medicine. As we all know, growth is expensive and by pooling the resources offered by Henry Schein and a select group of others, the association can provide more information and add to its value as an organization.
The NHII is coming January 1, 2015. If you plan on practicing dentistry for more than the next 4 years, you will need a relationship with the NJDA and one of the 3 dental distributors in this area that have the resources to support you. I hope that it is Henry Schein. The success of the NJDA & Henry Schein directly depend on yours. We are on the same team and have the same goals. Utilize the resources that are available to your practice. You don’t have to re-invent the wheel.

Resin Based Cements………………………………………………………………………….
Over the last several weeks, a number of my clients have been asking about resin cements. Although I will render my opinion, I think that Dr. Christensen knows a little more about it. I hope the information and links below will help.

There are a lot of cements on today’s market and many arrived after this JADA report was written in 2007. Dr. Howard Glazer once said “in medicine, a new drug is field tested for 9 years before it is released to the market, in dentistry, it’s about 9 months”. I don’t think there is a truer statement. That’s why a manufacturers product history and reputation is so important. That’s why manufacturers dislike the grey market. For companies like 3M, GC America, DMG, Ivoclar Vivadent, etc., there is tremendous competitiveness in quality product & quality control.

Certain companies are known for advanced research in selected markets. For example, if you are looking for a glass ionomer product, although there are many good ones, 3M ESPE & GC America are leading innovators. For cosmetic, Ivoclar Vivadent & VOCO, and for adhesion Kuraray & 3M have been sticking things together for decades. The bottom line is that resin cement work and will make your life easier. As far as what cement works best for you, call me any time for more information.

The following is part of a report by Gordon J. Christensen, DDS, MSD, PhD, for JADA. Follow this link to the complete text.
In recent years, many brands of resin cement have been introduced for various uses in dentistry. I receive many questions from practitioners about the desirability of using resin cements instead of resin-modified glass ionomer (RMGI) cements for routine cementation of crowns and fixed prostheses. The subject is confusing.
RMGI is among the most popular materials used for dental cements. Example brands include RelyX Luting Plus Cement (3M ESPE, St. Paul, Minn.) and GC Fuji Cem (GC America, Alsip, Ill.). The major reasons dentists have accepted these cements are their well-known lack of associated postoperative tooth sensitivity, acceptable strength and fluoride release.
It has become common knowledge that resin cements are necessary for some clinical situations, such as cementing tooth-colored inlays and onlays, moderate-strength ceramic crowns and ceramic veneers. The reasons a practitioner might prefer resin cement for these situations are several: the numerous colors in which it is available; its high strength, which is greater than that of RMGI cement; and the fact that RMGI cement, unlike resin cement, expands when setting, therefore threatening breakage of some categories of moderate-strength indirect ceramic restorations.
This article discusses my observations and opinions with regard to the various types of resin cements, the uses for which they are indicated and why they are indicated in specific situations.


When resin cement was introduced for cementing indirect restorations, most companies recommended that the cements be used after a total-etch bonding system had been applied to the tooth preparation. Clinicians complied with the instructions. The clinical results were unpredictable because of the occasional occurrence of postoperative tooth sensitivity. In general, clinicians have reported more tooth sensitivity when using total-etch systems versus self-etching bonding agents in restorative dentistry. In one study, 4,446 practicing dentists reported that the occurrence of postoperative sensitivity after total etching was twice that after self-etching.1 However, some studies conducted in dental schools have not shown a sensitivity difference between the two types of etching.2,3
It is understandable that with the impeccable use of total-etch procedures before use of resin cement, such as in a highly controlled school study, dentists can prevent postoperative sensitivity. However, in most busy offices with the usual need to conserve time and treat many patients in a day, any deviation from the prescribed total-etch procedure may lead to the sensitivity described. With the exceptions noted below, I do not recommend the use of a total-etch procedure before cementing restorations with resin cement.
Because of the described potential of disagreeable postoperative tooth sensitivity, I suggest that clinicians use total-etch bonding before seating restorations with resin cements when enamel is the dominant tooth structure present. Such situations could involve veneers cemented on tooth surfaces that are all-enamel or enamel margins of tooth-colored inlays and onlays. In some cases, when marginal enamel appears to be fragile or small cracks in enamel are present, I recommend etching the enamel with a total-etch product, washing it off rapidly to avoid etching the dentin and then applying a self-etching bonding agent to the entire tooth preparation.
Popular brands of resin cement for veneers and tooth-colored inlays and onlays are Variolink II (Ivoclar Vivadent, Amherst, N.Y.), NX3 (Kerr, Orange, Calif.), Calibra (Dentsply Caulk, Milford, Del.) and RelyX Veneer Cement (3M ESPE). These cements vary in viscosity and radiopacity, but I have observed that each has found acceptance among clinicians. All of them have multiple colors for the esthetically demanding locations described previously.

Sunday, May 9, 2010…………………………………………..
Today is Mothers Day. Please enjoy whatever time you have with your families and stay safe.

Cliff Marsh
Henry Schein Dental
P.O. Box 663, 45 Rt. 46 East, Suite 605
Pine Brook, NJ 07058
tel. 201-321-7494

May 9, 2010 - Posted by | Uncategorized

No comments yet.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: