Surf Pacific

BACKGROUND

Please describe your company and your position there.

We are a small, well operated suburban dental practice with over forty years standing, of which I am one of two co-principals. We are a long established team of three dentists, a hygienist, and seven excellent, mature ancillary staff members.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Surf Pacific?

Over ten years ago, we joined Surf Pacific on the recommendation of a Prosthodontist in Sydney who was teaching us how to use our newly acquired dental operating microscopes. He had raved about the need for a good website, and how the future lay with digital exposure. Surf Pacific built us a new website, and got on top of our digital marketing for us, and have continued to do so ever since.

Over a year ago, we'd all begun to feel that a new approach was needed; whereas ten years ago, we were well ahead of the pack, and since then we always ran a very good website, others had now closed the gap, and we were wanting to re-establish our lead. Surf Pacific rose to the challenge with a brand new overall concept for our website and social media pages...

What were your goals for this project?

To re-establish the individuality of our practice, and for it to no longer be "Just another good suburban dental practice". To establish the personalities behind the names, and the brand, and how we had built the practice. To project a pathway forward for the next few years, and enable patients, both current and projected, to have more engagement with us. To make the website even more user friendly.

SOLUTION

How did you select this vendor?

As already stated, we'd contacted Surf Pacific on a recommendation (Word of mouth in dentistry is still the best form of advertising; good digital is the second best!). We already had a good working relationship with them. We saw no need to look elsewhere, as we had been well looked after for many years.

Describe the scope of their work in detail.

We've worked with a few different people at Surf Pacific, many of whom are still there. Each has taken the time to find out more about the practice, and the various characters who work within, and has played to those strengths.Over the years we've had several sessions where Surf Pacific have visited us for half a day or more, depending upon the need, to chat, film and photograph; the results, when added into the website and other digital media have always rung true.

What was the team composition?

For the most recent project, whereby Surf Pacific delved deep into the relationship between us two co-owners, our personalities, our relationship with others within the practice, and literally how Marriott & Hand both came into existence and how it functions so well internally as well as externally, we had input from many team members at Surf Pacific. We had a full day and a half of filming us, as joint owners over lunch, as individuals, as team members, and as personalities.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The final website was only recently launched in its current format pretty recently. I've been having much physiotherapy of late, due to an unfortunate injury several months ago. We've been going through the COVID-19 disaster, and I happened to mention to my physio that we had a new website up and running. He showed his girlfriend, who showed it to her Mum, who then showed it to her BFF... In essence, the story gained a life of its own, which is exactly what we wanted: people to be interested enough by the content to pass it on!

How effective was the workflow between your team and theirs?

There were many phone hookups, follow up emails etc. to lay out the groundwork for the story; rarely was there a glitch, and even if there were to be one, it was fixed pretty rapidly. Various team members, depending upon the requirement at the time, were engaging with us over the period.

What did you find most impressive about this company?

Their commitment, their professional approach as individuals and as a company, their desire and ability to "understate, but over-deliver". We have no problem in recommending Surf Pacific.

Are there any areas for improvement?

None that we can think of. We don't have to think "Are we being well looked after?" They give excellent service!