Let me just say this right now. I hate the dentist. Generally speaking, I get anxiety when I have to go to the dentist. But I LOVE my dentist. Dr. David Meng, the official dentist for the San Francisco Forty Niners football team, creates a wow experience for his patients. Everything about his office and staff is top notch from beginning to end.
Let me share some of the special touches that will make your customers clamoring to do business with you.
- Create an inviting office environment – What does your office environment say about your business? Is it organized and neat? Does it tell your customers anything about your company values? At Dr. Meng’s office, from the snack station to the pictures hanging on the walls, his space is warm, inviting and full of positivity.
- Take a personal interest in your customers – What do you know about your customers personally? Do they have a dog, or a parent that is ill? Where did they go on vacation last? Dr. Meng remembers everything about what is going on with my family, even if it’s been six months since I’ve last seen him. He takes a genuine interest in me and what’s important to me. Take notes if you have to, but surprising your customers with the “perfect” question will leave a lasting impression.
- Go above and beyond for your customers– One time I dropped in to Dr. Meng’s office, without a phone call because I was in the area. I wanted him to look at my son’s mouth because I was concerned about something. Not only did his staff work my son into the schedule within 15 minutes, Dr. Meng cleaned his teeth on the spot because my son just had his braces removed. Do you have the attitude that you will do almost anything to make your customers happy? Do you bend the “rules” to exceed customer expectations?
- Hire friendly, positive and efficient staff members – Isn’t it always a company’s employees that make or break a customer experience? One of my clients recently received a Yelp review from a customer that their staff was gossiping about another employee when they were sitting in the waiting area. This type of review can be tough to swallow, but should be used for growth. Hire the right people, train the ones you have, and set expectations for the type of customer service you wish to provide.
- Turn mistakes into positive experiences for everyone – Last week I visited Dr. Meng’s office to have my new crown put on. Guess what? It didn’t quite fit the way he wanted. It was close but not 100% perfect. For the inconvenience of being refitted and needing to make an extra trip back to his office for the proper crown, Dr. Meng gave me a box of whitening strips for my teeth. Mistakes happen. Learn from them and use the experience to provide additional training for staff. Most importantly, compensate your customers in some tangible and meaningful way.
Build long-term relationships with your customers. A customer is for life, if you treat them that way. It’s a lot easier to do repeat business with existing customers than it is to drum up new business. Nurture the customers you have and find ways to serve them in ways that will make them talk about how wonderful you are. Not only with they stick with you for as long as they need you, but they will send you more customers just like them.
5 Ways the Official Dentist of the SF Forty-Niners Creates a WOW Experience
June 28, 2017