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My doctor and my oil maintenance light

By Adrian Miller

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So, what do my unbelievably good doctor and my oil maintenance light have in common? It’s simple: They each alert me to the fact that something needs to be taken care of.

Dr. Pat is the keeper of all my medical records and not only does she alert me when appointments with specialists need to be made (my radiologist for a mammogram, my dermatologist for a skin-cancer screening, etc.), but her staff actually check what dates are available on my calendar and then call the other offices to schedule the appointments!

As for that oil maintenance light, well, bless my car manufacturer for having a light to remind me when to bring my car in for an oil change. It’s right in my face on the dashboard so that I have little choice but to make an appointment if I ever want that infernal light to go off.

Yes, I know I can schedule all this stuff by myself and, sure, there’s an app for that, but having these reminders helps free my mind so that I can tend to my work and personal life. And, perhaps even more important, it ensures that what needs to get done gets done.

Dr. Pat provides her patients with attention and service that goes over and beyond what is expected. We all know that just meeting customer expectations is simply not enough these days. You have to consistently go beyond expectations and deliver the “wow” factor with exceptional customer service that compels people to sing your praises to everyone they know.

What do you do in your business to deliver that “wow” factor? How can you do even more? We’re heading into 2013, and this is a great time to reengineer your services to see what can be added to ensure your clients are bowled over every time.

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