Customer Care

by Steven Brady, Henry Schein BC & Dr. Rachel Staples

Urban Smiles Victoria

Dr. Staples was the previous Principal owner of the multi location dental practices in Victoria. She nurtured that particular business for 20 years. Growth progressed from a single practice office to a multi-practitioner office with over 30 staff in four different locations. The business model naturally moved to a more corporate structure.

In moving to that corporate structure with her business, Dr. Staples felt that the personal touch that made a clients’ experience more comfortable and welcoming was being lost. She didn’t feel the same connection to her patients as she did when she first started practicing Dentistry.

After 20 years of practice and likely another 15-20 more years ahead of her, Dr. Staples sold her existing practices to begin a new chapter that lived and breathed a new philosophy of Quality not Quantity. She put much time and effort into building a new, boutique office where her patients were the first priority and customer service a paramount.

Located in the Heritage Building ‘The Mellon Building’ built in 1912, Dr. Staples’ latest project looks more like a trendy boutique or coffee bar than a dental office. Exposed brick walls, wide plank faux hardwood floors, playful art and humorous signs and colourful accessories greet patients at Urban Smiles Victoria in downtown Victoria. There’s even chandeliers and a high end massage chair.
Dr Staples recalls looking for that special place to call home to her new business.

Urban Smiles Victoria

“It had to be the perfect place and have the right vibe. But as soon as I walked into 823 Broughton St and saw the exposed 100-year-old brick walls I knew that I had found the perfect spot to create my vision. I like to have fun and make people laugh”, Dr. Staples recalls. “And I knew that in this space, I could make a relaxing environment for my anxious patients.”

The space was transformed into a high-tech dental office, that is only one of a few in Victoria that has Nitrous Oxide, commonly known as laughing gas, piped into all the treatment rooms.

“The old exposed brick walls were such a treat to design around. The interior design style reflects the ‘industrial funk ‘style that I was after. With barn style doors and and luminescent ceiling panels, we have managed to bring in the outdoors and an air of calm to those lying beneath receiving treatment.” Staples says.

“After three years in this location I am eager to put my design skills to work again at our latest location with Urban Smiles Colwood, in the western community outside of Victoria. Stay tuned as I am sure this new design will compliment the old town feel of downtown Victoria. This is a growing community and I am excited to part of that growth!”

Urban Smiles Victoria

Equipment: Steve Park, Henry Schein BC
Designed by: Steven Brady, Henry Schein BC & Dr. Rachel Staples


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