I couldn’t believe Carlos had never waited on us before.
We go to Gloria’s – a regional South American / Mexican food restaurant – probably once a month-ish.
(Their steak fajitas are on point, margaritas are the best in DFW, and our kids love love love their black bean dip…)
Gloria’s service is generally pretty good. But we’d never had Carlos serve us before. He’s the kinda guy I would remember if we had because his service was next level.
Carlos brought his A-game. Our waters, chip baskets and bean dips never got less than half empty.
He made sure to ask how we would like our dishes prepared – how would I like my steak? Aioli on top or on the side? Extra pico? Quesadillas split for the kids? Corn tortillas, flour or both? Extra plates?
And he quickly cleared any empty dishes from the table once they were done.
The dude did all of this with a happy, stellar attitude. I had to comment on it.
“Carlos, this has been great service today. We appreciate you giving us such a great experience.”
He beamed with pride. “It was my pleasure, sir,” he said, “I’ve been here 15 years.”
And then he told us, “Next time you and your lovely family are here, ask for Carlos. I have regular customers all the time, and I would love to serve you again.”
My description of Carlos’ service may not sound life-changing. I agree.
But going back to my point from Monday’s message – strong Customer Service is at such a premium right now, someone who does great at just the basics really stands out.
What can you learn from Carlos that will help you book more surgeries in your practice?
Let’s use the Carlos example to go over how great customer service should feel if I come into your office as a patient:
It feels like you have everything under control. I don’t need to worry about it.
It feels like you are leading the process and I can follow you.
It feels like I can be comfortable asking questions or making requests.
It feels like you know what you’re doing.
It feels like you enjoy what you’re doing.
It feels like you take pride in doing your job well.
It feels like you’re more concerned about me than about you.
It feels like you know what I need before I know that I need it – and you take care of those needs.
It feels like you are confident enough in the results that you provide, that you ask for future business (either repeat customers in Carlos’ case, or asking for referrals).
It feels like it was worth every penny and then some because the experience was so good compared to most other interactions in my life.
It feels darn good.
Is this how your prospects and patients feel when they interact with your office? When they do, it becomes much easier for them to hand over their hard-earned money for your premium priced procedures.
What Would Carlos Do? Go do that today.
– Troy “Fajita King” Cole
PS – If you skipped my previous email on BAD customer service, go back and read it.
PPS – Customer service is key to booking more surgeries. We’re filling our Fall Sales Training Bootcamps right now. If you’re interested, reply for more details. Our bootcamps are the bee’s knees for elective surgeons who want to book more surgeries or raise their prices (or both).