What My Trip to the Dentist Taught Me About Business

I am no stranger to a cavity. Seriously, there was a time in my life when filling several holes in my teeth was the norm every dental visit. This has caused two things for me:

1. I am extremely diligent in making dental appointments every six months.
2. I have an extreme dislike for most dentists.

I went in for a dental cleaning two weeks ago. No surprise, I need three fillings. THREE.
T-H-R-E-E.

But here's the thing: I actually don't have a distaste for this particular dentist. She's knowledgeable. She's kind. She's gentle. And she explains things to me in non-patronizing ways. Things like "Hey, you just have genetics playing cards against you. Your teeth just have grooves that a toothbrush simply can't get to. Cavities are just going to happen."

So she keeps me an extra hour after my cleaning to fill up those holes growing in my teeth. When she's done, she tells me to call if there are any issues.

A week goes by. Sure enough, I have a dull ache in my top tooth after every meal. I call. They have an opening to see me the following Monday.

Monday comes and I'm rushing my kids out the door because I need to get this tooth looked at 9:00am and I am not going to be late for this!

We get there, and I instantly apologize for bringing the whole crew. It's just one of those days.

They sit me down in the chair and bring in seats for both kids. A second hygienist turns on some cartoon I don't recognize for the kids to watch. The dentist comes in, offers up some numbing gel, checks out my tooth, and fixes it up. She offers me a handful of complimentary toothpaste tubes and tells me to call again if I need anything. I thank her and leave.

The day goes by. It wasn't until 3:00 that afternoon when I check my calendar. I see my appointment written in purple marker.

Dentist: 2:00pm.

Let me break this down. My appointment was at 2:00pm. I was five hours early for my appointment. No one said a word.

So why am I bothering to tell you this story?

Partially so you can laugh at my mom-brain moment.

Partially this:

This dentist showed up. And not just her: the receptionist, the hygienist, and a second hygienist to help entertain the kids. They all showed up.

They could have easily said, "You got the timing wrong. We can't see you until your scheduled time." But instead, they all showed up and made it work.

That's what builds great client relationships:
If you want to keep your customers coming back...
If you want your customers to love you for who you are (and not just what you do)...
If you want your customers to make stellar recommendations to their friends to come to your business...
You show up.

So I ask you... how have you shown up for your customers lately? Care to share your story?

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