Making a First Impression

Since I moved to Kentucky five years ago
I've never really settled in and treated things
like it was 'home.'

I've really always still considered Ohio home
and treated it accordingly from rooting for the
OSU football team to keeping my same doctor
and dentist.

Finally, I decided I needed a local dentist so
I researched who was taking patients and found
someone that seemed to be worth trying out.

I scheduled an appointment and the receptionist
was friendly and personable - and fit me in pretty
quickly.

When I got to the office on Thursday I was
immediately taken in for my cleaning - zero
minutes in the waiting room in spite of being a
few minutes early.

I looked around the office and am pretty confident
in saying it was the nicest dentists office I've ever seen.

After the battery of x-rays, the hygienist started
the cleaning - but not before she turned the flat
screen TV in front of me to my preferred channel.

While performing the cleaning she asked a variety
of questions about me, my family, what I do for a
living, etc.

All the friendly 'get to know you stuff.'

At the end of the cleaning, the dentist came in
to do the customary 'once over' before I was done.

He started by greeting me by name, extending a
sincere Thank You for coming there and then talking
about everything from what I do to what brought me to
KY.

About 5 minutes before we were finished, the
Receptionist that actually scheduled me came in
to introduce herself and thank me for coming as
well.

The doctor thanked me again, then gave me his personal
e-mail that he said he could retrieve on his Blackberry
in case I needed immediate assistance.

I scheduled my next cleaning - but made a point
to ask if they were a new practice and aggressively
looking for new patients or if they were close to
capacity.

She said that they had just built a new building
to be able to take more patients because in their
old office they had reached capacity.

You may not care at all about my little story - but
really you should.

See, this office got an opportunity to acquire a
new patient...a new patient with a family.

They did everything they could possibly do to
make me feel welcomed and appreciated.

They made an experience that most people don't
really care for, actually pretty enjoyable.

They also took notes on me as a person, so that
the next time I come in - I'm certain that they'll
ask me how Holly & Tyler are.

So I really hope you take from this what I did:

1. Find ways to 'lock in your new clients' and
turn them into raving fans.

2. Find ways to continually enhance your client
experience.

If you do both of these, you'll soon be having to
expand to accommodate your overflow of business
too.

Have a GREAT Labor Day!

Pat

P.S. - Wouldn't it be cool if you had enough
impact on your clients that they felt compelled
to tell all their friends about you like I'm doing
right now? Maybe you already do - but you
certainly can and should be working toward that
in your business.

Fitness Consulting Group

PO Box 1539
Elizabethtown, KY
42702-1539
US

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