Displaying 10 items of Voices from The Bench with the tag "customer service".
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437: Phillip Gold: The Gold Standard of Dental Technology
August 10th, 2026 | 1 hr 4 mins
3d printing, account management, account retention, ai education, ai for dental technicians, ai in dentistry, ai learning, analog dental laboratory, analog dentistry, artificial intelligence, barb, barb and elvis, behind the scenes dental lab, business development, business growth, business relationships, business succession, business transition, by design, by design dental studio, cal lab, career development, career longevity, casting, cdt, cdt certification, cdt exam, cdt exam preparation, ceramic technician, ceramics, ceramics cdt, certification advocacy, certification preparation, certified dental technician, chatgpt, client relationships, client retention, clinical excellence, color science, continuing education, corporate dental laboratory, corporate dentistry, crown and bridge, crown and bridge cdt, crown and bridge technician, customer relationships, customer service, customer service philosophy, decades in dentistry, decades in the dental lab, dental ai, dental anatomy, dental anatomy and occlusion, dental artistry, dental associations, dental boards, dental business, dental business development, dental cad, dental cad cam, dental cam, dental career, dental career story, dental casting, dental ceramics, dental certification, dental certification exam, dental certification study, dental community, dental community support, dental conferences, dental craftsmanship, dental diagnostics, dental education, dental education community, dental education history, dental entrepreneur, dental entrepreneurship, dental equipment, dental exam preparation, dental excellence, dental family, dental family business, dental history, dental history stories, dental industry, dental industry career, dental industry community, dental industry education, dental industry history, dental industry leadership, dental industry legacy, dental industry mentorship, dental industry networking, dental industry podcast, dental industry relationships, dental industry stories, dental industry 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This week we sit down with Philip Gold to hear the incredible story of growing up in a dental laboratory, taking over his family’s lab, and building a career centered around relationships, education, and giving back to the industry. Philip shares stories from his journey, the evolution of dental technology, and what drove him to earn an impressive six CDT certifications—including digital. It’s a great conversation about family, legacy, leadership, and the people who make this industry so special.
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Episode 435: Matt Everatt is Making the Invisible Profession Visible
July 27th, 2026 | 58 mins 50 secs
3d printing, 3d printing dentistry, adaptability, adapting to change, additive manufacturing, agile business, agile dental laboratory, ai and dentistry, ai dental technology, ai future, ai in dentistry, ai trends, airway appliances, airway health, amazon prime, anaplastology, anti-snoring devices, artificial ears, artificial eyes, artificial intelligence, artisan, artistry, artistry in dentistry, attention to detail, attracting technicians, audible, audiobook, audiobooks, author, barb, behind the restoration, behind the scenes, behind the smile, better future, better health, better patient outcomes, better sleep, bite splints, bleaching trays, blockbuster, book recommendation, book review, book writing, brand positioning, british dental technician, building a business, building teams, business agility, business book, business coach, business coaching, business disruption, business efficiency, business excellence, business exit, business growth, business identity, business innovation, business lessons, business marketing, business mindset, business opportunities, business ownership, business processes, business profitability, business resilience, business strategy, business sustainability, business systems, cad cam, cad cam dentistry, career book, career change, career development, career inspiration, career journey, career stories, ceramist, change management, changing customer expectations, changing dental industry, changing lives, changing the narrative, changing the profession, client service, clinical excellence, clinical expertise, clinical partner, clinical partnership, clinical workflow, collaboration, collaboration over competition, commercial dental laboratory, communication, community support, company culture, competing on price, competitive advantage, content marketing, convenience, corporate dental laboratories, corporate dentistry, covid impact, covid-19, craftsmanship, craftsmanship in dentistry, cranial implants, cranioplasty, creativity, crown and bridge, custom appliances, custom dental appliances, customer expectations, customer service, delegation, dental artisans, dental business, dental cad cam, dental career, dental ceramics, dental community, dental conferences, dental expertise, dental healthcare, dental industry, dental industry author, dental industry history, dental industry networking, dental industry podcast, dental industry regulation, dental innovation, dental insurance, dental journalism, dental lab, dental lab acquisitions, dental lab book, dental lab business, dental lab entrepreneur, dental lab future, dental lab industry podcast, dental lab innovation, dental lab leadership, dental lab management, dental lab marketing, dental lab modernization, dental lab networking, dental lab owner, dental lab perspective, dental lab pricing, dental lab profitability, dental lab success, dental lab workflow, dental laboratory, dental laboratory business, dental laboratory communication, dental laboratory evolution, dental 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transatlantic dental conversation, trusted advisor, turnaround time, twin blocks, uk dental industry, uk dental laboratory, united kingdom dentistry, uplifting others, us dental industry, value over price, value proposition, value-based service, valuing dental technicians, voices from the bench, voices from the bench interview, voices from the bench podcast, workflow optimization, workforce challenges, working in the business, working on the business, workplace culture, writing, writing a book
Matt Everatt joins Elvis and Barb to talk about his incredible journey through the dental laboratory industry, from maxillofacial prosthetics and sleep apnea appliances to co-founding a successful dental lab and eventually writing The Invisible Profession. They dive into the challenges facing dental technicians, the dangers of becoming a "busy fool," and why embracing technology, standing out, and becoming a true clinical partner are essential for the future of the laboratory industry.
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Episode 433: From FDLA 2026: Morris Fucarino, Enja Dorjchuluun, Joseph Núñez Reyes
July 13th, 2026 | 1 hr 20 mins
3d printing, analog dentistry, analog techniques, articulators, barb, belt-driven handpieces, biomedical engineering, board service, boutique laboratory, cad/cam, cam, carbon printers, career development, career growth, casting, cdt, ceramics, certification, certified dental technician, collaboration, community, continuing education, continuing growth, craftsmanship, cross-training, customer service, dedication, dental community, dental content creator, dental craftsmanship, dental industry, dental innovation, dental lab, dental laboratory, dental manufacturing, dental materials, dental podcast, dental technician, dental technology, dentistry, dentures, digital content, digital dentistry, digital transformation, digital workflow, e.max, education, efficiency, elvis, enja dorjchuluun, excellence, expansion, experience, fdla, fdla board, fdla symposium, florida, florida dental laboratory association, focus magazine, full gold crowns, future of dentistry, future technicians, general manager, gold restorations, gps digital dental lab, gps digital rpd, handpieces, hands-on education, heygears, high noble alloy, hiring, icpr junior college, implant restorations, implants, impressions, industry veterans, innovation, inspiration, instagram, ivoclar pm7, joseph núñez reyes, knowledge, lab day, labfest, laboratory careers, laboratory culture, laboratory growth, laboratory leadership, laboratory life, laboratory management, laboratory operations, leadership, legacy, lifelong learning, lithium disilicate, mentorship, milling, milling center, model work, morris fucarino, national board for certification, nbc, nesting, networking, next generation, night guards, one-man lab, operations, organized dentistry, orlando, passion, passion for dentistry, patients, perseverance, pfm, pmma, porcelain fused to metal, post-processing, problem solving, professional development, puerto rico, qc, quality, quality control, relationships, roland, roland mills, sakr dental arts, scanning, smiles, social media, soft tissue models, state association, stone models, success., supervisors, team building, teamwork, technician, technician education, technician pride, technician recognition, technician spotlight, technician stories, technician training, technicians, technology, turnaround time, voices from the bench, volunteering, waxing, webinars, workflow, workflow optimization, zirconia, zirconia milling
From the FDLA Symposium, Elvis and Barb sit down with three passionate technicians who represent the past, present, and future of the profession. Morris Fucarino reflects on an incredible 50 years as a CDT and the value of lifelong learning, Enja Dorjchuluun shares how she's helping shape the future of Florida's dental laboratory community through Sakr Dental Arts and the FDLA Board, and Joseph Núñez Reyes discusses his journey from Puerto Rico to GPS Digital Dental Lab and his dream of inspiring the next generation of technicians.
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429: exocad Insights 2026 Part 3: Andreea Bordea, Denisse Ramos, & Daniela Torres
June 15th, 2026 | 1 hr 9 mins
3d printing, acrylic, additive manufacturing, advanced materials, aesthetic dentistry, all-on-x, analog dentistry, analog skills, andreea bordea, artistic dentistry, bridges, cad designer, cad/cam, career growth, ceramco, ceramics, ceramics technician, ceramist, chairside, chile, clinical workflow, clinician communication, collaboration, composite, continuing education, cosmetic dentistry, creativity, crowns, customer service, danny designer, denisse ramos, dental artistry, dental business, dental community, dental culture, dental education, dental entrepreneur, dental events, dental influencer, dental innovation, dental lab, dental laboratory, dental lectures, dental materials, dental podcast, dental scanner, dental tech community, dental technician, dental technology, denture teeth, dentures, design services, design technician, digital dentistry, digital design, digital future, digital lab, digital smile design, digital transformation, digital workflow, e.max, education, education journey, entrepreneurship, esthetics, exocad, exocad hero, exocad hub, exocad insights, exocad training, female technicians, full arch, furnaces, future of dentistry, global dentistry, implants, influencer, innovation, inspiration, instagram, international dentistry, ivoclar, kol, lab communication, lab day, lab efficiency, lab life, lab owner, ladies of the mill, layering, leadership, mallorca, mallorca 2026, manufacturing, maryland bridge, mentorship, milling, milling center, milling workflows, mod institute, modern dentistry, nadl, networking, new stetic usa, outsourcing, passion, patient care, porcelain, prosthetics, remote design, removables, restorative dentistry, romania, sales, scanning, shade matching, smile design, social media, spain, staining, startup lab, subtractive manufacturing, teamwork, technician life, technology, translucency, treatment planning, veneers, voices from the bench, waxing, women in dentistry, workflow, workflow integration, workflow optimization, workflow solutions, youtube learning, zirconia, zirconia shading
At exocad Insights, Elvis and Barb sit down with Andreea Bordea, Denisse Ramos, and Daniela Torres to talk about digital dentistry, social media, exocad, zirconia, 3D printing, and building careers around the world. From Spain to Florida to Chile, each conversation shows how passion and technology are transforming the dental lab industry.
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419: Katherine Wilcox Wants You To Work EviSmarter and Not Harder
April 6th, 2026 | 1 hr 7 mins
3shape, ai, cad design, case entry, covid impact, customer service, data integration, dental, dental lab, dental technician, dental technology, design center, digital dentistry, digital workflow, efficiency, evident, evismart, file management, industry trends, innovation, itero, lab growth, lab management, lab software, laboratory, manila, outsourcing, outsourcing design, philippines, process optimization, productivity, quality control, scanning, staffing shortages, technician, trios, voices from the bench, workflow automation
Elvis and Barb sit down with Katherine Wilcox to talk about her journey from avoiding small talk as a dental assistant to thriving as a lab tech and eventually moving into the world of digital workflows and software. She shares how outsourcing design services exploded during COVID and became a lifeline for labs trying to manage workload and staffing challenges. The conversation highlights how EviSmart is helping labs automate workflows, reduce manual tasks, and bring order to the chaos of digital dentistry.
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417: Lab Day Chicago 2026 Part 3 with Frederic Rapp, Casey Baldwin, & Darin Lockaby
March 23rd, 2026 | 1 hr 12 mins
3shape, 510k, abs, abutments, aesthetics, ai, ai assistant, ai in dentistry, alerts, analytics, api, australia, automation, automation tools, ballroom, barb, blanks, bob cohen, business development, calibration, cam software, canada, case tracking, casey baldwin, ceramart, chairside, characterization, collaboration, communication, consolidation, cost of acquisition, craftsmanship, cross-selling, crown ceram, custom abutments, customer behavior, customer retention, customer service, darren lockerby, dashboards, data, database, dental, dental community, dental lab, dental technician, dental wings, des, digital dentistry, digital dentures, digital workflow, dry milling, education, efficiency, elvis, emax, engineering, entrepreneurship, europe labs, exocad, fda compliance, field work, fixed, follow-up, frédéric rapp, future tech, global industry, greatlab, hyperdent, icortica, implant workflow, implants, in-house production, industry trends, innovation, insights, integration, intraoral scanner, ios, ivoclar, ivotion, lab day energy, lab efficiency, lab growth, lab life, lab management system, labday, laboratory, leadership, live podcast, lms, magic touch, manufacturing, margins, materials, mechanical engineering, milling, networking, notes, notifications, oem, onboarding, open implants, opportunity tracking, outsourcing, partnership, plug and play, pm7, pnp, price pressure, private equity, productivity, profitability, programill 7, quality control, rapid prototyping, real-time data, relationships, removable, reporting, reps, revenue growth, rob nazel, sales strategy, scalability, scaling, scheduling, software, stock abutments, tasks, team building, technician, technology, tie bases, training, turnaround time, upselling, us labs, validation, voice input, voices from the bench, wet milling, workflow, workflow control, zirconia
Live from the Ivoclar Ballroom at Lab Day 2026, Elvis and Barb talk with Frederic Rapp about his journey from a small family lab to scaling a 150-person operation and now helping labs unlock their data with icortica. Then Casey Baldwin (Ivoclar) and Darin Lockaby (DESS) join to break down their new plug-and-play workflow for milling FDA-compliant abutments in-house—giving labs more control and better margins.
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413: Jay Collins: The Art of Aggressive Calming Sales for a Dental Lab
February 23rd, 2026 | 1 hr 11 mins
1099, 2008 crash, abundance mindset, accountability, acquisitions, aggressive calm, branding, china, cold calling, commission, consistency, construction, crown and bridge, customer service, deal fatigue, decision maker, dental, dental lab, door-to-door, entrepreneurship, family business, firing clients, front desk, gatekeeper, growth, implants, irish catholic, laboratory, leadership, legacy, margins, mergers, mindset, multi-location, office dynamics, outsourcing, persistence, philadelphia, pricing, private equity, prospecting, prosthodontics, psychology, quality, recession, relationship building, removable, retention, sales, sandler system, solution selling, steamfitters, technician, thedentalab.net, turnaround time, voices from the bench
Jay Collins shares his journey from a split Philadelphia family of steamfitters and dental technicians to becoming the bold, growth-driven leader behind thedentalab.net. After the 2008 crash forced him out of construction, he dove into dental lab sales with relentless cold-calling, developing his “aggressively calm” approach that challenges traditional lab-owner mindsets. This episode is a fast-paced, hilarious deep dive into sales psychology, growth through mergers, and why labs must treat sales as seriously as production if they want to survive and scale.
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377: IDS 2025 & exocad Part 3 with Dr. Manish Chhabra & Tobias Specht
June 16th, 2025 | 1 hr 25 secs
3shape, cad, cam, cerec, consulting, customer service, dental, dentist, design center, digident, digital dentures, dubai, emax, exocad, faster, follow up, hard reline, headset, ids, india, ivoclar, ivotion, laboratory, milling center, muscle memory, patients, prevention and care, printable wax, programill, quality, reline, repairing, scalability, scaling, speakers, technician, technology, training, unlearn, virtual reality, voices from the bench, vr
This week Elvis and Barb bring you two more conversation from the exocad booth at IDS 2025. First up is Dr. Manish Chhabra who ran a 300 person design center in India and is now training people with VR. Then we chat with Tobias Specht from Ivoclar all about what they have been working on, what’s new, and how they do a massive show in Germany.
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332: WYSIWYG with Jensen Dental at the FDLA with Terry McQuiston, Juston Gates, and Nina Rapuano
August 5th, 2024 | 1 hr 7 mins
ah ha, alloy, argen, bars, chemistry, customer service, dental, education, empowerment, fortune teller, foundation, framework, giving back, global, high end, imagination, jelenko, jensen dental, laboratory, labs only, love, mia, microstar, miyo, model resin, nail polish, pankey institute, podcast, race for the future, ring toss, sales, technical miyo, technician, voices from the bench, vp, wine
We are back in the wonderful Jensen booth at the FDLA 2024 Symposium. This week we are joined by MIYO expert Terry McQuiston, the new VP of Global Sales Juston Gates, and the always helpful Nina Rapuano from Jensen Dental.
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264: Dancing in the Ivoclar Ballroom at Lab Day Chicago with Patric Frank, Jess Mashewske, and Randi & Scott James
April 17th, 2023 | 59 mins 25 secs
3d printing, 3shape, architect, bench test, bleaching, construction, customer service, dental, dso, electronics, german, hair salon, heart, innovation, ivoclar, laboratory, moving, new york, podcast, removable, technician, training, voices from the bench
We bring you 3 great conversations from the Ivoclar Grand Ballroom at LMT Lab Day Chicago 2023. We talk to Patric Frank, the CMO for Ivoclar. Then we chat to Jess Mashewske who runs a lab for a small DSO, and finish up with the tradition of talking to Randi and Scott James.