The art of appointment scheduling: Even making a dental appointment can create a Wow! moment
Finding a dentist in a specific location that uses nitrous oxide and accepts a member’s insurance seemed like an ordinary request, which it was, until one finds out the amount of work that went into it.
A Prialto member put it this way: “I gave Eddie (a Prialto personal assistant) an easy first task that I thought he could over deliver on, just as I would a new employee, but he found a way to artfully over deliver!
What was so impressive with how Eddie executed the task? After he narrowed down the search to a dental office that met all three requirements (location, nitrous, insurance) based on reviews he found on Yelp and other review sites, he did not stop there; he did not just pass on the information to the member and called it a day. Instead, he went further by checking the member’s calendar and picked a date and time when the member would be free. He then called the doctor’s office to make the appointment. He was told that new patients could only be scheduled after certain information has been submitted. Eddie then asked the receptionist what they needed, called the member and wrote down the information, and confirmed with the date and time of the appointment with the member. Eddie proceeded to call the receptionist, gave her the requested information, and firmed up the appointment.
Pretty thorough, huh? Well, not for Eddie. After confirming the appointment, he also took it upon himself to research parking garages in the area, their rates, and the availability of metered parking. He sent this information to the member’s email and iPhone, along with directions (with a link to a map) to the clinic.
All this was done while the member was going through his day at work, which enabled him to focus on his business instead of spending an hour or so performing the task.
Wow moment? Our member thought so.
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