Do you ever go to your favorite local coffee shop and the barista recalls what you ordered? It feels like magic, doesn't it? That's the heart of good service for clients or patients: a little memory, a little attention, and a whole lot of truly caring. People use the word "customer service" all the time, but real, dedicated service is hard to find. When it comes to patient-first service, Dr Zahi Abou Chacra delivers with empathy, precision, and purpose.
A grin and a handshake aren't enough for dedicated service. It means really paying attention. Think of a nurse who knows your kids' names or a financial advisor who asks about your vacation plans before talking about money. You are now more than simply a face in the crowd; you are a person with worries, hopes, and eccentricities.
Talking to each other is the most important thing. People want to be heard, whether they're buying things or talking about a hard diagnosis. If someone feels like they don't exist, nothing else you do matters. You pay attention. You ask queries that are quite specific. You stay to hear the answers instead of rushing off to your next appointment.
But good service also entails admitting when you make a mistake. Make a mistake? Don't hide. Be honest. One time, my former dentist misplaced my records. He contacted me, said he was sorry, and made a joke about "early retirement for lazy teeth." I let it go. It's better to laugh at a mistake than to hide it and hope for the best.
Let's talk about being consistent. Your clients should know what to expect. If you answer emails at 2 a.m., keep doing it. If you value being on time, don't come up twenty minutes late all of a sudden. Trust comes from being able to predict what will happen, and trust keeps doors open.
Empathy always wins. Don't rush to fix things if someone is upset. People need to let off steam sometimes. Get a metaphorical cup of coffee and sit with them while they are angry. Don't rush to put everything back together. Spend a minute with them in the trenches.
Here's a twist: sometimes, giving great service means sending customers to other places. You don't always have the solution to every inquiry. It's better for your reputation to send someone to someone who can help them better, even if it hurts your pride.
Feedback goes both ways. The top professionals don't only communicate; they also ask for feedback. It's hard to ask, "What could I do differently?" yet getting an honest answer can help you get better. Don't ignore problems as they come up.
Finally, true thankfulness shines the brightest. Don't assume that people will always be there for you. Send those thank-you cards, write short letters of thanks, and tell a joke or two. At their foundation, relationships need warmth, laughter, and yes, even the occasional barista who remembers your difficult order: two shots, oat milk, and no foam.