Fanging it – Part 1
How should we transfer a client?
You know how twitchy I am about grocers.
Imagine how I felt having to change dentist!
This field report has lessons on how to transfer (or receive) a client, patient or customer.
Goodbye Mr Chips
When he retired for good, I was bereft.
He said he’d sold his practice to skilled people who shared his approach.
I wasn’t convinced.
A few weeks later, I got letter from the new practice.
It talked in friendly, familiar terms about:
- Continued dental philosophy.
- A leafy suburban oasis.
- Getting to know me.
- The stress of the unknown.
So far so good.
It also mentioned that my records had already been transferred for my convenience.
This was welcome news. A medical franchise I’d left years ago had been very snarky about sending my records to a new clinic.
Finally, the letter said the new dental practice would retain my old dentist’s fee schedule for a generous period.
My teeth needed cleaning, and one was sensitive to cool air. I needed a dentist.
All things considered, I decided to try this one rather than search from scratch.
So I rang, and was booked with Sue*.
Day of reckoning
When the day dawned, I was very nervous.
The longish drive gave me ample time to picture all that could go wrong.
Outside the practice, a sign bore three names with lots of letters.
When I saw Sue wasn’t on it, I figured I’d been given the work experience kid. And why not? They had nothing to lose.
Gritting my teeth (while I could) I forced myself into the reception area.
The receptionist handed me a clipboard with a form.
I was puzzled. ‘Your letter said all my files had been transferred.’
She smiled. ‘Yes, but we still need you to fill this in.’
I sat to concentrate; it was hard.
Playing quite loudly was a heavy duty cover of Michael Jackson’s Smooth Criminal:
Annie are you OK? Are you OK? Are you OK, Annie?!
[Repeat. A lot.]
I felt for Annie, who didn’t sound OK.
I was pretty freakin’ far from OK too.
My hand shook as I waded through the form:
Q. Please name any aspect of dental surgery you feel anxious about.
Then, as the urge to flee threatened to consume,
the surgery door opened …
Tune in next time to see what happens when I come face to face with Sue.
Meanwhile, what do you think of this process so far?
Have you been either side of a customer transfer?
Have you been transferred?
How did it go?
Did it hurt?
Open up …
It’s time to