An unexpected phone call

The other day I went to what was supposed to have been a rather routine dental visit.  I’ll spare you the gory details, but suffice it to say this rather routine visit soon involved lots and lots of Novocain and high speed drills that would put a Dremel  to shame.

At around 9:00 pm that evening, long after the blessed Novacain wore off the phone rang.  It was my dentist calling to ask how I was feeling.  He wanted to know whether or not the pain killers he prescribed were helping.  I was speechless – not from the work that I had done, I actually felt fine, but I couldn’t believe that a health care provider actually took the time and interest to follow-up with a patient during his off hours.   I can honestly say that it was the very first time that has ever happen to me, and it really made quite an impression.  Just to think that I was maybe 1 of perhaps 16 patients he saw that day, and he was thoughtful enough to take time away from his family to place a follow-up call to make sure that I was feeling okay.

That call really made me stop and think.  Are we doing enough to exhibit our genuine concern for our clients?   When was the last time we reached out to customers just to ask them how things are going and to offer our support?  That phone call really mattered to me, and it greatly elevated the opinion I have of my dentist.  In fact, come to think of it, that seemingly small gesture turned me into a raving fan, and I would absolutely go out of my way to unreservedly refer him to anyone.

By the way, if you’re looking for a great dentist, his name is David Young and you can find him by clicking on this link.

Do you have any surprise follow-up stories that served to change your perception of a company or individual that you can share?

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