Dreamy Dentistry – Customer service is alive
As a I sat in the waiting room of my dentist’s office reading Time Magazine, I crossed my fingers for “no cavities” – not until fall at least, when I have more business.
“Jolene, Barbara, is ready for you,” said the office manager in a neighborly tone. My dental hygenist, Barbara greeted me and started a conversation about me, remembering what is important in my life – my business.
How do they do it? How does the staff remember, review and convince us of their interest and sincerity in our lives? My mom is good like that, but I don’t expect this kind of attention from others.
When I talk to insurance agents and their staff and front hotel staff, we talk about creating a protocol using software to make notes about their clients and frequent travelers. But in this case the dental hygenists; they are not sitting at computers. They are prepping the area to service the next customer. I wonder how the notes are documented and reviewed. It’s impressive. They know what they are doing.
Moving on. Typically, I schedule a morning appointment and figure I can get some “zzzzz” as I am reclined in the dental chair. It’s part of my time-saver plan. After I sat down, Barbara asked me if I want to turn on the heat and massage pad. So I play with the different massage patterns.
“Jolene, would like a blanket for your legs?” she asks.
“Sure!” I said. I am always open for service.
“I will just tuck this around your legs so the draft doesn’t get in,” she does nurturingly.
Did she know I commonly wear 80’s leg warmers, but didn’t wear them today? The sunshine was lacking today, so I did need the extra insulation with my short magenta alphabet socks. My circul
ation is close to a standstill null unless I am running around (which I do a lot.) It’s time to recline in my warm chair. She gives me dark glasses to shade my tired eyes from the bright lights. Next, to make sure I am taken care of, she pulls the blanket over my shoulders to keep me comfortable.
During the teeth cleaning, I appreciated a spa-like treatment, well, kind of, well…except for it costs more. As she cleaned my teeth, my nerves endings in my lips talked to my brain to tell her that my lips were feeling a bit dry. Before my brain could communicate this with my mouth, Barbara had already got the Vaseline and applied it to my lips. Unbelievable! Seriously! I barely detected it.
Each time, my lips would almost feel dry, Barbara replenished them. Not only did she provide exceptional service by anticpating my every need, I believe she did a thorough job cleaning my teeth and was careful not to stab me with her tools.
Anticipating Needs
I was pampered. Who do you know that anticipates needs like this besides our moms, dads and guardians? Would you want to work with people who anticipate your needs? Think about your business. How can you anticipate your clients needs? Do this and you will have faithful customers. This is a big image and reputation builder. As a happy customer, I will talk to my friends and blog about this experience. (Luckily, I didn’t have any cavities that possibly might have brought me down a notch.) That’s what I call great brand building.
