Last week my son called me about finding a good dentist in the city where he took his new job. He had been given a list by his insurance company as to those who would give him coverage under his plan. He looked up their websites and chose his top three based on the impressions he formed from looking at their sites. He felt all three practices had reputable dentists and were highly credentialed.
Then, he started to call them. The first receptionist sounded annoyed with his questions and was very unhelpful in finding a time that would be feasible with his schedule at the new job. After going through a long voice tree, the second receptionist answered his questions, but was curt and short in her responses, only answering the specific questions he posed. He said he felt like he was prying teeth from her to get information.
The third receptionist immediately caught his attention at this point with her friendly voice tone and greeting. She asked his name and began using his name throughout the conversation. When he mentioned he was new to town, she empathized with the process of having to find new doctors and new dentists and said she hoped he would consider their practice and told him what a great dental group they had on staff. She asked what his work schedule looked like and then found a time that would be convenient for him to get an appointment.
It was a no-brainer he said in choosing the third dental practice. All three places probably have similar excellent dentists, but he chose the one that was best in offering him a great customer experience before he even left his home. The sad part though, is I bet the other two dental owners have no clue as to how much business the person who is answering their phone is losing them.