Have you ever had an experience where you thought, “This can’t get any better,” and then it did? That’s exactly what happened to my wife and me recently as we celebrated our wedding anniversary.
We had made a reservation at Sabio, one of the nicest restaurants in our city of Pleasanton. Sitting down, we decided to treat ourselves to the tasting menu, with each course thoughtfully paired with wine. The food was fantastic, but the service was even better. Each pairing of food and wine was “introduced” as it was served, with four different individuals taking turns throughout the evening. This included the hostess and the bartender, Richard, who explained that the team works hard to choreograph the dinner experience so that the pace feels just right—neither rushed nor too slow.
And then it happened. Somewhere during the evening, as plates and glasses were being cleared in preparation for the next course (thankfully, the portions were small and manageable!), I glanced to my right and noticed an envelope on the table. We hadn’t seen it being placed, akin to a magician’s sleight of hand.
My wife opened the envelope to find a handwritten note thanking us for choosing to celebrate our milestone with them. The online reservation system had asked if it was a special occasion, so they knew. The fact that a team member took the time to handwrite a note made this moment stand out and truly memorable.
As our dinner experience shows, how a person is made to feel is what lingers in our memory—far more than what we ate or how the venue looked. This same principle applies when a patient visits for a medical appointment. Have you intentionally designed the experience with care and attention to how you want people to feel?
This is where you have the opportunity to elevate what takes place beyond ordinary service. Always remember: while the services performed are what you do, the overall experience reflects how you do it. There are countless opportunities to enhance the how, drawing inspiration from the world around us as consumers.
A well-designed experience can include going “above and beyond” at some point. I’ve shared examples in the past, such as offering a celebratory toast, a photo with the surgeon, or a keepsake coin to commemorate the life-changing decision to proceed with a recommended treatment or procedure. These are what we call signature moments.
Just like that discreetly placed handwritten note, a signature moment is something your patient is unlikely to forget. It enhances the positive emotions you aim to create and transforms the experience into something truly unique and memorable.
Candy Cane Lane 2024
Some of you know that our street becomes Candy Cane Lane each Christmas. Here’s a quick 2 minute highlight reel that includes:
Let There Be Light – Joy to the World! – Who ordered the Christmas Uber?
Merry Christmas and Happy Holidays to all of you!