Yesterday I picked up my new car. I purchased a 2005 Mini Cooper S from CarMax in Indianapolis. Over the past week in shopping for, financing, having the car serviced and prepped for delivery, I have been consistently amazed by the friendly, helpful, and courteous service I’ve received from the staff at CarMax.
My new 2005 Mini Cooper S from CarMax! Isn't it cute?
Providing a good, if not excellent client experience is critical in the highly competitive economic world in which we live. This is especially true for dental offices where the purpose of visiting and hiring the service is not always of one’s own choice and is frequently accompanied by fear and anxiety. Unlike shopping for a car dental care is viewed as a commodity and the only thing that separates one dentist from another is the quality of the experience that the patient receives.
From the first moment I visited CarMax’s website I was able to search for and find the information I was looking for. A sales representative immediately responded to my inquiry, answered my questions, and scheduled a time for me to visit that worked within my schedule rather than just what was convenient for him. He took time to show me the car I was interested in, explain the current conditions (it is a used car), test drive it, walk through the financing process, and again, schedule the repairs and delivery on a schedule that worked within my travel and appointment schedule. All of this made me feel that I was the most important person and making sure I was happy was the most important thing he had to do. Even though I really like my dentist I will admit that he and his staff give me the feeling that they have a schedule to keep and that me and my dental care are not always the most important thing in their day during my time with them.
Achieving this level of focused attention on a singular task takes concentration and practice and is something that most are
not used to doing in this hectic, multi-tasking environment of today. Designing what the client experience should feel like from the first contact through the completion of the visit and practicing this over and over again until it becomes second nature certainly pays dividends in increased patient retention, satisfaction, and referrals. Just ask CarMax!