So, how’s she doing?

My father always told me that it was the little things that set people apart–that extra 10% of effort that separated the good from the great.  Again and again, I see that he was right.  Here’s this week’s observation of that point.

My dog, Miss Priss, got hurt last week and had to go to the vet for stitches on Saturday.  They got her right in and took care of the issue quickly.  They sent us home with good instructions on wound care and antibiotics.  They said they’d see us in 10 to 14 days to remove the stitches.  I was pleased with the service.

Then, two days later, I got a phone call–from the vet herself.  “Just calling to see how Miss Priss is doing,” she said.  We had a brief conversation and hung up.  THAT was the extra 10%.  Now, I’m not just satisfied, I’m a FAN of East Lincoln Animal Hospital!

We expect our vendors and service providers to do a good job — otherwise, we wouldn’t use them.  But, it’s really nice when they do more than that.  The old, corny saying is true:  “People don’t care how much you know until they know how much you care.” 

How do you show your customers that you care?  Do you take time to provide that extra 10%?  The payoff is well worth the effort!

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