The easiest way to make sure that your practice is a success is to make sure that every client is greeted with a smile.
Wednesday, January 21, 2009
most powerful client service tool
The single most powerful tool for great client service is the smile. We are hard-wired by history and evolution to feel good when someone smiles at us. This is literally and scientifically true. When someone smiles at us, our limbic system responds by jolting us with a small shot of feel-good neurotransmitters that activate neurons in the amygdala, our brain's home for positive and negative feelings. How do we know this is hard-wired and not just conditioning? Because even babies born blind know how to smile.
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Donald, I HAVE READ YOUR COMMENTS. ONE OF MY EXPERIENCES THAT MIGHT BE RELEVANT IS AS FOLLOWS. One of my clients, greg, is a dog breeder. They commonly travel with their dogs. In order to take your dog on an airplane you need a health certifcate and an aclimation certificate, both issed by a veterinarian. Greg's plane was to leave at 6AM. After arriving he realized that the acclimation certifcate was missing. When he approached the ticket counter the agent informed him that there was no way he was getting on the plane becasue he did not have the correct papers. Greg said that he would call his vet. The agent looked at him as if he was nuts. The agent said there was no way he was talking to his vet and no way he was getting on the plane. Greg called me at 4AM and I went to the clinic, found the paper, filed it out and faxed it to the ticket agent.
ReplyDeleteGreg approached the counter and asked the agent to check his fax machine and after doing so he found the necessary paper in disbelief. Greg and his dog were allowed on the plane. Greg continues to tell this story to his breeder friends as evidence for why he thinks we are different than any other vet clinic and the kind of service he has come to expect. We have gotten many referrals from greg and his wife
Pat Paradis
Dr. Paradis, What a fantastic story of over-the-top high-touch service for your clients. I hope a lot of people eventually read your posting so they can understand what client service really means. Kudos! Donald
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