I love experiencing great customer service. I was shopping at Williams Sonoma with a friend today and the entire experience was a Wow! We were greeted warmly as soon as we walked in. My friend raved about some of their simmering sauces, so I ended up picking up three jars of sauce (word of mouth advertising at it's finest). When the woman behind the counter noticed that I was walking around holding all that she immediately came over and offered to set them aside for me while I continued shopping. Great for me because I was relieved of my burden, great for the store because now I was free to pick up more items.
When we were ready to check out the clerk wrapped up the jars and started to reach for a bag, only to realize that her co-worker had noticed that she was wrapping three jars and had already doubled two shopping bags for her so that I wouldn't have to worry about bag failure and broken jars. Now that's a giving team member. The clerk mentioned that she loved the sauces I was buying and gave me some ideas for some added ingredients. She then offered to sign me up for their newsletter so that I could keep up on cooking classes and receive recipes and cooking tips. All in all a nice experience for me, and a good sale to someone who was just intending to browse.
So, here's what impressed me. The clerk was alert to our needs and quick to respond. We were greeted as guests as soon as we entered. The store displays were interesting and appealing. I loved the way the co-worker supported the person helping us and I enjoyed her pleasant conversation. Basically, we were treated like welcome guests and it was effortless.
It's easy to transfer that to a dental office. It's actually easier because we're familiar with our patients and can keep notes on their preferences and special occasions. Make it a habit to pass on information so that everyone gets a chance to impress. Then let the word of mouth advertising do the rest.
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