I had an amazing first-time experience with a health care provider this last week. And now I want to Share. Because this could be you.

This is a fabulous example of how specializing your massage / bodywork practice can create devoted, happy clients

The Set-Up
It was time for my son’s first dental exam. Since I wanted this to be a good experience, the first person I asked for recommendations was my dentist. Without hesitation, she gave me a name.

I looked them up and realized I would have called this place anyway; they clearly specialize in pediatric dentistry. Their name says it all: “Small to Tall Pediatric Dentistry”  While their website is not the greatest, I was able to find information that resonated with me.

These two things together — the recommendation and their specialty — had me already half-trusting them.

The Hook(s)

Two days after making the appointment, I received the admitting paperwork. Included was a handwritten note saying it would be easier on my son and I if I had it ready when we came in. Right. Thank you.

Included with the paperwork was a list of terms the dentists choose to use (“sugar bugs” instead of cavities) and why. There was also a list of what was expected from the parent during the appointment. Thank you!

I was nervous about this experience; they know parents often are. They anticipated my needs and gave me tools to help. I felt way more prepared.

When the assistant brought us to the exam room, her first question was whether I had any personal concerns about dentistry. Boy, do I! I gave her my dental experience history in brief. She then asked what I wanted The Boy to get out of his dental experiences. Wow. Nicely done. They acknowledged that I have issues and then brought the focus back to my son and what he should experience.

The assistant discussed what a typical first session is like with a 2.5 year old. They had Plans A through D. Great. I felt like they were experienced and flexible and open to working with The Boy. And me. I felt relaxed.

The appointment went well. The doctor was confident and responsive. We only had to go to Plan B (yea!). As we left, she reminded me to be sure to book an appointment for six months out as times fill up quickly. I didn’t make an appointment; The Boy was ready to go. I intended to call the next day.

The Complete Conversion
That night, the assistant called to check on how both The Boy and I were feeling. It was clear that she was simply concerned we had a good experience. As we wrapped-up, she dropped the bombshell: “If today went all right, then let’s you and I make an appointment right now while we’re both on the phone. Ready?“

She was right. We did. I have one less thing to remember to do. I feel taken care of.

My Point
I am now a Small to Tall Pediatric Dentistry fan. I’ll shout it from the rooftops.

Why?

Not because of their great customer service (which would have won them praise anyway). Because they were clearly responding to my needs AND The Boy’s needs.

They made it clear from the very first contact I had with them that they “get” me. They addressed every person’s common need and then gave me the chance to bring up my personal concerns and goals.

They anticipated. They assured. They delivered.

This Could Be You
When you specialize — when you focus on your Ideal Client — you can have this same kind of impact on both your current and potential clients. This also extends to your massage and bodywork peers and to other health care professionals. Remember: my dentist started this experience with her recommendation.

Take a look at who you’re working with. Think about what they need and what they want to achieve. With every contact you have, show them how you are going to meet their needs and expectations. Every conversation, every message, every web page. Give them a reason to feel comfortable with you before they are ever under your hands.

Believe me, I’m telling every parent I know about this dentist. Wouldn’t it be great if you had your clients doing the same for you?

Any body have a good service story to share?

All my best,
Eileen