Very poor customer service. I couldn't believe when I was told to pay while I had two swabs of topical anesthetic sticking out of my mouth! To improve the situation, the dental assistant told me that "this is just the way it is" - not the way to mitigate my annoyance. It is appropriate to ask for payment either before or after treatment, NOT during it. Secondly, when I mentioned that the topical anesthetic really didn't work when he was sticking me with the local anesthetic, Dr. Matthew Hearn, in a most asinine and condescending tone, rhetorically asked me if I receive a topical anesthetic before getting shots in the arm. Once again, not a customer focused or empathetic response. As someone who believes in delivering the highest level of customer service as possible, it is incredibly frustrating when businesses or service providers are not only lacking in this respect but have the audacity to be downright rude. There are plenty of other oral surgeons and plenty of competition the area and in this economy, no customer or patient should be taken for granted. Avoid this office if possible. Maybe if their customer based dried up, they would place a higher premium on delivering good customer service to the few customers they had left. Until then, do yourself a favor and use any of the other dozen or so dentistry offices in the area.