Guest Editorial

The Water Glass is Placed at One O’clock

A dentist finds clues to proper patient care in of all places a posh restaurant.

Donald Hills, D.D.S.

A few years ago, my wife and I were dining in a fivestar restaurant with some friends. The service was superb. I don’t remember what I had to eat, but I certainly remember the remarkable attention to detail provided by the waiters and attendants that night. There was a water guy.

Impeccably dressed, he stood straight and proud, a white towel draped over one arm, a smooth linen apron firmly tied at the waist and crisp to his knee. He was responsible for six or so tables in the room and his only job was the water. My friend was a bit parched that evening and certainly surprised the water steward by downing his entire glass as soon as we settled into our seats. Truly apologetic, the water guy filled my friend’s glass and I saw just the slightest bead of perspiration on his brow. Clearly at no time should a diner’s glass at Lahaina Grill be completely void of its contents. His attention to our water was, nonetheless, world class.

In “A Gentleman in Moscow,” by Amor Towles, Andre the Maître d’ of the Boyarsky at the Hotel Metropol indignantly demonstrates to new hires the proper way a table is to be set. As the water glass is the main event here, I shall spare the reader the intricacies of complete silverware and plate presentation and simply point out, the water glass should be placed at one o’clock. Not twelve o’clock, not two o’clock, but one o’clock.

Our meal proceeded and between courses I excused myself to go to the men’s room. I expected my napkin to be folded and near the plate upon my return, but just to see how attentive our water server truly was, I purposely, yet discreetly, nudged my water glass way over to the three o’clock position. True to form, when I rejoined my friends, my napkin was nicely folded, the water glass was filled and poignantly repositioned to one o’clock.

And it made me think, delight in one’s work and attention to detail matters.

As dentists, we too should take pride in the care we provide to our patients. Providing excellent treatment is a given, considering the little details that may be overlooked can make the patient experience truly memorable.

What defines an exceptional dental experience? To some, empathy, punctuality, impeccable cleanliness, and a warm, friendly environment are the definition of excellence. To others, 21st century digital tech and cutting-edge equipment stand out as special. However you present yourself, remember, the water guy and his laser-focused attention to his assignment. Bring that commitment to the office each day.

Be a great dentist. Remember the small things, set the table (so to speak) for great treatment and take pride in all you do. Go ahead, make the water guy proud.

Dr. Hill is editor of the Nassau County Dental Society. His editorial is reprinted here with permission from NCDS Bulletin, Vol. 26(2), May-August 2021.