Recently we took a trip out to Colorado and called six different rafting companies. Every company recommended the same river for our family. With each call I stated the ages of our kids and asked for their recommendation. They all were recommending the same river, so I followed that up with "How much does it cost?" In my mind all rafting companies were the same and the only thing that differentiated one company from the next was the price.
I was about to hang up on the last phone call that I made when she said, "Well let me tell you a little bit about our company." She went on to tell me that every guide with their company has a minimum of ten years of experience. That they sterilize their wet suits after every use and that the owner still rafts and takes safety very seriously. As a mother taking our kids white water rafting she was speaking to my heart and what I wanted (which was to keep my entire family in the raft). I knew immediately that we would be booking with this company, even though they were not the least expensive.
Originally when I made the phone calls I thought that the only difference between rafting companies was the price. After speaking with Shelly, I understood that there is much more to consider than price and that price actually wasn't my top priority.
As a dental office manager, it made me think about how many clients are basing their dental decisions only on price. How much potential business could be gained by making sure the entire dental staff understands the added-value they bring and making sure they are communicating it to their clients?
I was about to hang up on the last phone call that I made when she said, "Well let me tell you a little bit about our company." She went on to tell me that every guide with their company has a minimum of ten years of experience. That they sterilize their wet suits after every use and that the owner still rafts and takes safety very seriously. As a mother taking our kids white water rafting she was speaking to my heart and what I wanted (which was to keep my entire family in the raft). I knew immediately that we would be booking with this company, even though they were not the least expensive.
Originally when I made the phone calls I thought that the only difference between rafting companies was the price. After speaking with Shelly, I understood that there is much more to consider than price and that price actually wasn't my top priority.
As a dental office manager, it made me think about how many clients are basing their dental decisions only on price. How much potential business could be gained by making sure the entire dental staff understands the added-value they bring and making sure they are communicating it to their clients?
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