Stop reading the script for a second. Let’s get down to brass tacks on how to show up for clients or patients with a degree of commitment that goes beyond a grin and a handshake. At the core of Dr Zahi Abou Chacra practice is a simple promise: care that’s personal, not procedural.
First, you can’t pretend to listen. People can tell when something is false, much like a dog can smell bacon. Everything changes when you listen actively. Nodding along is not the same as really understanding what someone is saying. A simple “Oh, I remember you love lemon tea” can make a conversation warmer than a cup of chocolate in January.
People want to feel like they are being heard. My grandma went to a clinic years ago. The nurse remembered that she despised yellow but liked her water with a lot of ice. For weeks, Grandma talked about that visit. That little thing? It built trust faster than any official brochure or well-written mission statement.
More than big gestures, effort is what counts. Every time you make a change, you don’t need to bring in a marching band. Instead, constancy is the hero that no one talks about. If you say you’ll call back on Tuesday, do it. Set a reminder and follow through if you say you’ll check in two days after a procedure. It’s like giving back a book you borrowed; you wouldn’t just forget about it, would you? (Or, at least, you would hope no one would!)
Transparency has its own song. People like it when you talk to them straight, with no tricks. Make things clear. Sugarcoating? That’s for cakes, not talking. Don’t ignore a problem if it comes up. Tell them what happened and how you plan to fix it. People remember honesty longer than they do apologies.
Here’s a curveball: sometimes being loyal to your customer or patient means disagreeing with them. That’s correct. If you just nod along while someone goes the wrong way, you’re not helping them. Giving honest counsel, even if it’s not what people want to hear, is a sign of respect. You are on their side, and sometimes that means saying what everyone else knows.
You have to really care about others. A scripted “Sorry for your trouble” isn’t enough. People can tell when someone is speaking from the heart and when they are merely reading from a book. Think about how it might feel to be the lighthouse in someone’s storm. That’s strong.
Little surprises can make a big difference. I once wrote a patient a note by hand to wish them well. Months later, she returned back with that card still in her hand. Easy? Yes. Not worth remembering? Not at all.
Checking boxes isn’t what dedicated service is all about. It’s a lively, often dirty dance of honesty, constancy, and little, important actions. Be curious. Don’t be afraid to ask questions. Listen up. The little things, like returning calls, giving precise answers, and remembering a grin weeks later, are what establish the gold standard. You don’t need any extra tools. You need to be able to show up every day with a little empathy and a lot of dependability.