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.