On February 24, 2009 I had open-heart surgery to have my aortic valve replaced, just like Barbara Bush and Robin Williams.  I guess I am in pretty good company.

About two weeks prior to my surgery, I had my annual dental checkup with my dentist, Dr. Bob Hoffman.  Dr. Hoffman has been my dentist for at least 25 years.

While having my dental work performed, I mentioned that I would be having open-heart surgery in two weeks.  Dr. Hoffman asked questions that showed he was concerned for my health such as “Where are you having it performed?”  “How long will you be off of work?”  “Is there anything we can do to help you through this journey?”  It was obvious he really cared about me.

A couple of days after the surgery, while I was still in the daze of the hospital, Dr. Hoffman called me to see how I was doing.  WOW!  That’s going the extra mile.  I can’t tell you how much his call meant to me.  He actually remembered when I was going to have my surgery and then cared enough track me down in the hospital and make the call.

Three weeks after the surgery I got a very nice card that was signed by everyone who works in Dr. Hoffman’s office, wishing me a quick recovery.

What a nice surprise.  Dr. Hoffman and everyone who works with him really made me feel important.

Do you think there is any chance that I would even consider visiting another dentist?  I don’t think so.

I hear people complain when they have to go to the dentist.  My dental team is so great that I actually look forward to seeing my friends at the dental office.  They all make me feel important.  I can tell it’s not an act.  It’s coming from their hearts, not their heads – and that makes all of the difference.

The moral of the story:  Treat your customers, clients, patients, and guests as if they have “MMFI” (Make Me Feel Important) tattooed on their forehead.  I guarantee you will build the loyalty required for long-term business success, and more importantly, you will feel great because you did something nice for another person.
©2009 Rob Bell • FOCUS Consulting, LLC

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