Customer service, customer service, customer service! We have all heard about the importance of it and some of us have been fortunate to experience it. You have got to admit that it feels good when we are served with a smile, acknowledged, put on a pedestal, and praised. After all, we are the most important people we know. I was fortunate enough to see a pro put this awesome customer service in action. What I initially considered interruptions were actually a secret for this business owner’s success. I learned today that commitment to excellence can grow your business and deepen relationships. Read on!
I met Dr. Firas Husein, DDS of Petaluma Valley Dental today for lunch. We were to meet at his office and I arrived early (as usual, punctuality is very important). I sat in the waiting room and while I waited for him struck up a very stimulating conversation with one of his clients. On a side note, if you want to meet quality people, you will find them at quality businesses. Dr. Husein came out to greet me a few minutes later. It was one of the warmest welcomes I have experienced in a while. I good hand shake and a sincere smile. You know its a genuine smile because they smile with their eyes. We sat in his back office discussed life, travel, business, and family. The usual. Like many business owner, Dr. Husein keeps a close eye on his business, even during lunch time.
From his office he could see some of his clients as they entered and left. A few times during our meeting he excused himself for a few minutes to speak with a client. After speaking with his client he would come back and mentioned that he personally meets his patients and makes sure they are doing well before they left. To him it didn’t matter if they came in for a simple check up or a complex procedure. His philosophy is to provide excellent customer service and to personally meet and greet his clients. WOW! Its been a while since I heard that. I admire a business with the philosophy “take care of your customers and the customers will take care of you.” I applaud you Dr. Husein for your commitment to excellent customer service. Thanks for lesson that helped me understand that providing excellent customer service is a way of life.
Customer Service is more important now than ever. Clients are smarter with their money and there are way too many options on where to spend that money. It saddens me when I go to a business and am given that insincere greeting, “How are you doing … Good.” How often have you insincerely heard that line? If a business wants to earn my dollar, I don’t expect much, but I do expect to be treated well to a great service or product with a smile. I still remember some of those old shows like Cheers where everybody knows your name. Norm walks in and everyone shouts, “Norm!” We are bombarded by advertisement, information, and update statuses. When I am relaxing for a meal or getting my teeth cleaned I want to feel important. I am not Rodney Dangerfield so I do expect respect!
Aristotle once said, “We are what we repeatedly do. Excellence, then, is not an act, but a habit.” I am very impressed with Dr. Husein and his excellence towards customer service and his loyal clients. But don’t take my word for it, experience it for yourself. Customer service at Petaluma Valley Dental is not an act, but a consistent habit!