Ideas are always around us to be found if we just pay attention. Yesterday I made a visit to my wonderful dentist Dr. Szurgot. The project at hand was the need to have a tooth pulled. Like many people I am somewhat hesitant when it comes to visiting my dentist – even though he works miracles on my apprehension and nervousness.
When you narrow it done to a single reason why I work with Dr. Szurgot is that he “cares”. He cares about my comfort. He answers all my questions. He works swiftly and exercises extreme professionalism.
What can we learn from Dr. Szurgot? He is in the service industry just like caterers. He has as much, or possibly even more, competition than caterers. Also, he has other dentists that sell dentistry at a lower price than he does… as most caterers do. So, I imagine that he understands “forging relationships with clients.
Last night, after I finished dinner with Bernice, he called my condo from his car as he drove home from a ten hours day to “see if all is well”. We had a nice conversation and after answering a few questions about my recovery, he reminded me that I should call if anything concerns me. This is extreme customer service. He is the only dentist that has ever done this to me. How about you? Has your dentist called to make sure you were OK?
I’m just going to suggest that while many caterers say they call their clients after an event, I believe that this doesn’t happen as often as caterers infer it does. Caterers are just too busy and a quick email survey or thank you letter to clients will get the job done nicely. Please consider calling clients personally to check on the outcome and to once again thank them for helping you pay the rent and the salaries of your team.
My mother used to call clients in the one-hour window before the food and staff were scheduled to arrive at the event to tell them that everything looks great and the staff team is excited about the event. Can you imagine what the host is thinking when the caterer calls one-hour before the event team and food is supposed to arrive?
In one phone call you take your client from the depths of “what’s wrong” to “thank you for calling”. This is caring for clients and outstanding marketing!
One important lesson I learned from my previous dentist and my current dentist is about their staff. When the office is organized and run properly, the staff is happier and by default, so are patients. My previous dentist's office and staff were a mess. It didn't matter that he was a good doctor, I would get so frustrated with the messy statements and lazy attitude of his office manager (his wife!). New dentist has a caring, organized yet jovial staff. He is nice to them. He expects professionalism. When times get tough, as they do in a dental office, I am much quicker to relax instead of get riled up. Excellent customer service reminder!
ReplyDeleteWow! He really does care. It's good that your dentist has genuine concern for his patients. It's true that forging a good relationship with your customers is a good investment for your business in the long run.
ReplyDeleteHe's such a cool dentist! His concern for his patient is incomparable. It's rare to find a dentist calling you to make sure you are alright. You are lucky to have him.
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ReplyDeleteI believe that every dentist should possess, not only sense of professionalism through their patients, but also real concern. Being a professional is nothing if you don’t create a harmonious relationship with them. You don’t make a client, you make friends – that is what every professionals should keep on their mind.
ReplyDeleteKaley Baum