Creating Customer-Centric Experiences

A CUSTOMER SERVICE HERO

Harold opened the door for me at 6 am as I struggled to carry a 35-pound box, my computer bag, and supplies for my presentation that day. Here’s how the conversation went: Harold:
Good Morning Miss Lisa, are you ready for your big day? Me:
Good Morning Harold. How are you today? Do you have a cart that I could borrow to take my supplies to my room? Harold:
I am sorry Miss Lisa but we do not have a cart for you. You look very fit and strong. I know you can make it. The room is real close. Harold:
I am sorry Miss Lisa but we do not have a cart for you. You look very fit and strong. I know you can make it. The room is real close. Harold:
I am sorry Miss Lisa but we do not have a cart for you. You look very fit and strong. I know you can make it. The room is real close. Me: (In my head): He’s right! I can do this! So I off I went towards the stairs.
I got to the third step and my shoe started to slip off of my heel. I stopped, re-grouped, put the box on the railing, and slide it down as I navigated the steps. Harold: (watching and cheering): That’s it Miss Lisa, keep going.
When you get to the bottom of the stairs, turn left!
Now, turn right Miss Lisa and keep going down that hall…you are almost there!

MEET HAROLD
The master of creating a positive customer experience at the Colorado Convention Center.
He greets everyone with a smile and a positive attitude.
Harold knows all of the convention details, gives every person his undivided attention, and makes sure they get the answers they want and need. On the first day of the Rocky Mountain Dental Convention, he knew, and remembered my name.
By the second day, he knew: I was a speaker, where I was from, and how long I’d be in Denver! On the last day, he bid me safe travels and hoped I would come back to see him soon.

ATTITUDE
What if, we all had the customer-centric approach like Harold?
His positivism impacted me so much, I told this story during my workshop at the Rocky Mountain Dental Conference that same day.
He is a customer service hero and I will always remember him. If every one of our dental patients and team members felt that special every day, we would have an amazingly happy and productive practice. Let’s commit to creating positive team and patient-centric experiences in our dental practice every day.

Copyright 2020 Lisa Copeland. All rights reserved.

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