For some strange reasons that have to do with my health insurance company's bureaucracy, I'm now a resident of Florida for medical purposes. Which means I've had the unpleasant task of finding new doctors for all the stuff I need, ophthalmology being one. Given the aging population that tends to reside in Florida, there are a zillion eye docs and a zillion orthopedic surgeons, so standing out above the crowd is hard to do.
On the advice of a few friends here I made an appointment with Brian Foster, M.D. who is an ophthalmologist here in Bradenton, where I live now and then. Imagine my surprise when I walked into the reception area and spied this sign (see picture) sitting on the counter. When have I ever seen such a sign in a large medical practice? Never! The receptionist was helpful, gave me great eye contact, signed me in and assured me I would not be waiting long. (She was right, I barely got myself into a waiting room chair and I was called by the nurse.)
The eye exam was cheerfully and expertly done, and soon enough I was passed along to the doc himself. After he did his exam, he told me that I really didn't need to come back in for two years, even though most docs would push for an annual eye exam. I was shocked, for most docs will be happy to sell their services to you as often as they can. He invited me to call him if I had any eye problems, and I was done.
That exam was late Wednesday afternoon. Friday morning, a packet arrived in the mail with the following items:
- A personal note thanking me for choosing Dr. Foster as my eye doc
- A business card with his private voice mail number on the back (see the picture)
- Two extra business cards to pass along to friends who might be looking for an ophthalmologist.
- A small half-sheet flyer that listed their eye treatment services.
I can honestly say I can never ever recall being thanked for becoming someone's patient, much less receiving a business card with a 
private line inviting me to call if I had problems. This group has a smart marketer along with well-trained physicians. Dr. Foster will keep my business for three reasons:
- He and his staff are kind, compassionate, and very expert at what they do
- The practice runs its appointments on time
- I'm impressed by their welcoming attitude and follow-up marketing.
What could you do in your own business to follow Dr. Foster's example? In an hour we could lay out a plan for increasing your word of mouth referrals, making sure your process for welcoming new clients wows them, and laying out how you follow up. You can schedule that with me by clicking here. Client attraction and retention work when you have a system in place. Let's set up yours.
What a fabulous example! I am reminded of how many times I have had to wait long past my appointment time, and the strategies I have developed to avoid that. And, also, how great it felt to find doctors who valued MY time as much as their own!
There are definitely some ideas I can see to adapt for business here. Thanks for bringing this to our attention! (LOVE the sign, by the way.)
Hi Terry,
I loved that sign, too!
Sue
I have been fortunate to receive smart, compassionate, attentive service from my chiro myself and it is such a breath of fresh air.
Love their sign and thanks for sharing their welcome pack information – brilliant follow up marketing!
H
Hi Heidi,
Glad you can use the welcome pack idea.
Sue
Very impressive and what a great example to follow. And it’s working because look how many people you are telling! I hope you share this blog with him too – to show him it is appreciated and it is being noticed!
Hi Trudy,
I’ve thought about forwarding the blog link to their practice manager (she or he is probably the one behind all this!).
Sue
Sue, I am picking myself up after the floor after reading this! Truly in shock. I have never encountered anything like this! Wow what a gem your new eye doctor is. Be glad to have him!
Hi Mel,
I was kind of in shock, too – but enjoyed it!
Sue
WOW! Isn’t that awesome!! If I ever need an eye doctor, I may just travel to Florida! Thank you for sharing… I will, too! XO, Katherine.
You’re welcome, Katherine. I am so pleasantly surprised!
Great customer service. Good ideas to think about for my small business. Thanks for sharing.
I’m glad this gave you some ideas, Mira.
I LOVE it! That guy is really walking ‘the talk” when it comes to marketing and client follow up.
It’s a great idea that really anyone can do.
It’s funny, we so often forget to ask our clients FOR a referral.
If they love you, they will refer you. You’re just giving them the tools they need to make it easy!
LOVED it.
I have never experienced that type of service from any service provider – doctor or otherwise. It’s a great reminder of why we are in business – to serve the client/customer. If we don’t show how much we value and appreciate them, we will be easily forgettable to them. Great example to follow.
Wow, what great client care service you received — and from a doctor, no less! You’ve given a great example for all of us to emulate in our businesses!
Thanks, Donna. I know – I was so shocked. What if EVERY HEALTH CARE PROVIDER did this??