Have you ever been a customer with a business whose people treated you in such as manner that you came away saying one word: "Wow"?
Think of those few times when you were treated in such a manner. What made your interaction so special? Typically, it's difficult to identify one specific action that gave you that 'Wow' feeling. It's usually the fact that you cannot believe that they value you so much that they go to the extremes they do to make you feel valued. They take care of every detail to ensure your experience. Usually, those 'Wow' occasions aren't created by a great deal or a discount. Instead, it's how you were treated, what you experienced! It is the experience that matters.
How can you create that feeling in your practice? How can you create that 'Wow' experience for your customers? Put this question and scenario in front of your team. Ask them to recollect those experiences they've encountered and apply them to your business. Are you willing to differentiate your practice by doing some things a bit differently? Will your team commit to paying attention to the details of service that make customers feel this special?
Strive to create that 'Wow' experience for your customers. This exemplary experience will become your brand. You will become known for your exemplary level of care. It won't be what customers normally expect. You will exceed their expectations. They will leave with one word in mind: Wow!
