Customer Service, It Is All In The Little Things

Screen Shot 2013-09-25 at 12.27.18 PMYesterday, as parent was walking out, he says to the staff member that was helping him check out “Oh, wow! Look at that. You guys got new cards.” Then, the parent got a little embarrassed for his excitement over a business card and in an apologetic voice said “I guess it is the little things that impress me the most.”

My office is next door to the checkout counter, so I often hear the conversations that happen during the check out process. But this one in particular put a smile on my face. Not because the parent liked our new business cards (which by the way, they are pretty cool), but because he confirmed something that I’ve been preaching for a very, very long time; which is,

success in delivering an excellent customer service experience lies in the little things.

Walt Disney once said, “There is no magic in magic, it’s all in the details.”

In a medical practice, there are details that can enhance the experience or detract from it. It could be the cleanliness of the waiting room chair or the old magazines or the pictures hanging on the wall. It could be how we answer the telephone to how the doctor is dressed to the manicure of the nurse to the professionalism of the staff.

We often underestimate details because, well, they are details. But I’m sure many of you can agree that sometimes, one little detail is the difference between a good story and a bad story.

Don’t leave the details to chance.


  1. Show us this awesome card!


  2. Great post. I had to share on my recent customer service blog post. Keep up the good work, I enjoy your blog.



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