A colleague of mine has a chronic health condition and was telling me about her most recent visit with her specialist the other day. I already knew my friend loved this doctor and has thrived under her care. She frequently shares stories of the quality of both the customer service and medical care provided at this practice. What touched my friend the most at this recent appointment though was a simple question the doctor asked at the end of the visit:
“How is your mom doing?”
See, the doctor remembered my friend had shared at her last appointment how her mother had been going through some tough health issues. This simple question and the conversation that ensued was so genuine and heartfelt, that it endeared this physician to my friend even more.
This is a busy practice, and it took the physician an extra couple minutes out of her hectic day to have this conversation. But I have no doubt it is personal, unexpected moments like this that have built her practice.
The power of listening and connecting. It works every time. Want to learn more? Check out Andrea Eliscu’s latest book, “It’s Personal: The Art of Building Your Practice.”