Show You Care
What can you do to put yourself above other businesses – try something other business owners rarely do? One way to provide outrageous service is to show how much you care by calling customers after you provide and sell a product or service to them.
For example, each day, my staff provided me with a list of names with phone numbers of all of the patients who saw me for emergencies, who had treatment that might raise questions or might result in discomfort, had been given anesthetic for any reason, no matter how minor, etc. When I was home, in the evening after I had dinner, I called every person on that list and asked to personally speak to the individual. Even if the patient was six years old, I asked the parents if I could speak to the child to check. I asked if they were doing okay and if they had any questions. Each phone call lasted less than three minutes, but the results were phenomenal. Not only were my clients (and especially the parents) ecstatic that the “busy doctor” took time out of his personal life to call, but they told their friends about my outrageous caring. What a business builder. Having my receptionist call the next day during business hours was not good enough; the call had to come at a time shortly after the appointment and during hours that demonstrated I was taking time off from my non-working hours to demonstrate my sincere interest in how that person was doing.