Today’s article is a guest post by Emily Sirkel, COO of the Dan Nielsen Company:
We all have something we dread doing. Cold calls. Certain household chores. An uncomfortable conversation (you know the one). Going to the dentist. Washing the cat. Your daughter’s first date. And so on and so forth…
For me, it’s going to the doctor.
I dread it. The waiting room filled with sick, dejected people and a plethora of germs. The scale that mocks me, whether I take my shoes off or not. That tiny square room, waiting for the brisk double rap on the door that never fails to make me jump. And the doctor, with cold hands, a tired expression, and no time. I dread it all.
So that is my expectation whenever I gear myself up for a doctor’s visit. I expect a long wait followed by a rushed exam, with a sprinkling of condescension and then a large bill and equally pricey prescription as the cherry on top.
Recently, I had a unique experience at a doctor’s office. I was even more worried about this particular visit than usual, because this visit wasn’t for me—it was for my infant daughter. Choosing a pediatrician can be a daunting task, especially for someone as disillusioned with doctors as I have been. So naturally, I had a lot of reservations as I walked in those doors.
My usual expectations were not met. They were completely exceeded.
The receptionists were smiling and welcoming. The waiting room was colorful and pleasant. The wait was virtually nonexistent—I barely even got the new patient paperwork started before we were called to the back. And the doctor… the doctor was the biggest shock of all.
He shook my hand firmly and looked me in the eyes as he spoke. He treated his little patient with great tenderness, and beamed at her big toothless grin. He answered all my questions without condescension, and took every concern seriously. He was warm and kind, affirming and reassuring. As he excused himself a long twenty minutes later, I uttered seven words I had never spoken in a doctor’s office before: “Thank you, it has been a pleasure!” And as if that weren’t enough, as I left they gave me the least expensive doctor’s bill I’ve ever paid.
That one experience secured my loyal business for as long as my daughter is young and I live within a reasonable driving distance. They didn’t merely meet my expectations—they blew my expectations out of the water!
Has that ever happened to you? Isn’t it incredible when your expectations are exceeded beyond anything you could hope for? By going just a little bit above and beyond the ordinary, this physician and his staff are exceeding expectations, and definitely achieving greater success because of it.
Exceed expectations. Now that’s a tip for greater success!
Emily Sirkel is the COO of the Dan Nielsen Company and handles daily operations, project management, and content development. Emily and her husband Geoff and their daughter Adelade live near Dallas, Texas.
