💡 The "WOW-Factor" and why it matters...

Published: Sun, 08/28/22

6-months later, I re-ran the calculations and couldn't believe the difference it made.

Meet... Luigi! Our newest bundle of ~~stress~~, joy. Today, he's 16-weeks old (10 in this pic) and when he's not biting us in the face, eating batteries, peeing in the only place in our house he's not allowed...he's an absolute sweetheart. We've been beyond overwhelmed with this little cutie. Even with his adorable puppy-belly, he's a lot to handle. But, he's already proving to be a wonderful addition to our family and Alfi (now 5-years old) is happy(ish) to have a brother.

What is the "WOW-Factor"

Everyone knows the importance of great customer service; In fact, it might be the most significant factor in your business' success.

The "WOW-Factor" is a way to describe your customers' experience with your business...not your product (the delivery of animal/veterinary chiropractic).

Simply put, providing customers with, "what they expect," by doing everything "right" isn't enough to create the "WOW-Factor." Worse, it won't even get you Google Reviews, referrals, etc. Giving people what they expect is... expected, and not impressive.

To achieve a "WOW-Factor" experience, you must go over-and-above the expectations people have. Good news! Thanks to laughably pathetic customer service experiences, our expectations (these days) are quite low. In fact, I'd argue most of us expect to be disappointed.

So, let's learn a few easy ways to create this "WOW-Factor," which will make a big difference in your business' success (promise), and it's going to make you feel really good too (I promise this, also).

1. It's the little things

There's no faster way to demonstrate your customer isn't important to you, than forgetting their name or their pet's name. Use their names, use them often.

Get to know what they love and bring it up each time you see them. It shows you care about them. A great place to keep track of this stuff is in the "Other" field in your ChiroSimple Client details.

Call all new patients after dinner, the same day of their first appointment, to check in. I realize (occasionally) this could turn into a long conversation, but most often do your best to keep it short. This goes a really long way to show you truly care.

"Before I left the office today, I just wanted to give you a quick call
and check-in and see how Bailey's doing after her first visit."

Respond to emails and phone messages promptly. This is courteous and reflects how important you view your customer service. If you want your customers to feel supported, you've got to respond to them when they've got a question.

2. Do things others won't

This picture was taken last summer our heart was broken when we made the difficult decision to help our Tazzy cross the rainbow bridge and leave his earthly pain behind.

He loved these "No Hide" bones. Well, really, he loved any bone/food - Beagles!

If you learn about your patient's favorite thing and it's not too expensive, and you happen to be at a pet store...buy it for them! At the end of their next visit, say this...

"Oh wait...hang our here for a second, I got something for Bailey."

Go somewhere else and get it (this is critical) - your office, your car, anywhere else. Make a special point to move away to grab this gift.

"I remembered you mentioned Bailey loves these, and I happen to see it at the store, so I got him one."

End every thank you with, "It's my pleasure."

Don't expect to be noticed if you don't do memorable things. I've practiced this way forever and can assure you, you'll be remembered.

3. Send handwritten sympathy cards

When we lost Taz, any (any) acknowledgment off of social media meant the world to us. Some of our friends sent personal text messages checking in on us ("thinking of you both"), one dear friend sent flowers...this made a big difference and helped to remove some of the darkness and loneliness we were feeling. A heartfelt, handwritten card goes a long way. It won't be forgotten. There will likely be another dog in their lives, just like we're blessed to have Alfi and Luigi.

All of us here at ChiroSimple appreciate you and what you do. Helping animals is (at least from my perspective) a gift to the world that deserves to be returned to you ten-fold - you're truly making a difference, and we love you for that.

Thanks for letting us be a part of your story,

Dr. Nevin

I can't not share Alfi (and Amanda) with you!

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