I was listening to a podcast of my favorite maketing guy, Terry O'Reilly, and his CBC show called "Under the Influenece". This week's episode was all about how companies succeed in keeping us loyal by doing the little things.
He used examples like vitamin companies leaving magnifying glasses hanging near their bottles so people could more easily read the info on labels.
He described a great story about a fellow landing at the airport tweeting a wish for a certain restaurant's steak. When the man landed, a well dressed man was standing at the gate, holding a sign up with his name on it, and a 32 oz Porterhouse steak and all the fixin's!! That's going the extra mile.
A few larger companies also manage to do "just a little bit more". Starbucks employees, (although less so than they used to, it seems) remember my name, and remember what I like to drink.
I still love going to Disney World with the kids, mainly because the service is still over and above anywhere else I can think of. I remember, fondly, telling one of the beignet makers how much my kids loved the doughnuts he was making. Minutes later, he wandered over with a fresh batch, with more powdered sugar on them than I ever thought possible!
In my "business" of medicine, this level of service sometimes isn't possible. Or is it?
What, as a doctor, can I do to make a patient's visit more palatable? What can my receptionist, nurse, manager do to help?
I need your advise!!