At a recent veterinary meeting which was held in a resort location, a veterinarian and friend of mine asked, "How do I get my team at my practice to treat people the way those who work at this resort treat us?"
I had noticed similar service, but after the question was asked, I noticed that everywhere I went for our meeting, the hotel staff responded to everything I asked or spoke by saying, "My pleasure". And every staff member seemed to genuinely mean what they said, "my pleasure".
To accomplish this same level of service, it is necessary to ensure that this mindset is part of the culture of your practice. The leadership must communicate your brand, this "my pleasure" level of service, as part of the expectation of the practice and the desired level of care. Then, the practice must provide training to all team members about what this means and how it is to be delivered. It is also possible to search for and hire people who are trained in the hospitality area. Trained hotel and restaurant workers are taught customer service. The same skills and attitudes apply to your business.
Seek to achieve the 'my pleasure' response for your customers in your practice. This level of care and service are what attracts clients and keeps them coming back.
