Big Blonde. This is what we call our little Peanut. My wife and I do not actually have kids, but we do have a golden retriever, and we treat her just like any other parent would treat their kids: with that same special attention, love, and care.
When choosing a vet for our pup, there was plenty of asking around, research, and Google searches. We settled on a specific vet based on that research. The minute we walked in the the vet’s office, we understood why everyone loves this veterinarian so much. There she was, on the lobby floor, giving love and attention to an older, sick dog – the same love and attention that we were giving our three month old golden retriever.
When we got into the “room of doom” (at least, that what I think the dogs call it), we were visited by a lab tech that immediately got down onto the floor herself to introduce herself to Peanut. (She then introduced herself to my wife and I). I thought to myself, this is the kind of attention I wish my own personal doctor would give me when I come in for a visit (minus the sitting on the floor part).
As I was reminded, in person, of what those Google reviews highlighted, I thought about how important and how often forgotten the distinctions are between sales, marketing, and technology. We have these fancy computers and tablets with search engines, blog reviews, directories, and marketing people trying to get us in the door. But it is human beings, not computers and search engines, that create loyal customers.
Once you get the patient into your office, it is the human touch that must ultimately trump the human tendency to look for a better deal or better experience.
At Roadside, we see many business owners focus their efforts on search engine optimization, local listings, and marketing-driven websites. But once that online searcher – your new patient – walks in the front door, it’s all about how you make them feel. The vet did exactly that when we brought Peanut in for her first visit. They appealed to my emotions as a dog parent by treating my dog (and me) like a new friend. When Peanut broke her toe a month later, we knew right away where we would take her. It was a no-brainer.
You’re no doubt investing time and resources into online marketing, which brings these new patients in your door. But once they’re in: what are you doing to apply that human touch to each of your patients’ dental experiences? We’d love to hear from you! Leave your comments below.