Do you care about your clients?


I see a doctor who is well regarded in her field, technically skilled (at least as far as I can tell) but severely lacking in bedside manner. She tells me what to do but doesn’t explain why or solicit questions. If I ask, she’ll answer but oh-so-briefly and (it seems) begrudgingly. 

She makes me feel like she doesn’t care about me. Like I’m just a billing code to tick off on her way to her next patient. 

I get that she has to see so many patients a day and doesn’t have time to chat. But that’s part of the job.

It wouldn’t take much. Asking how I’m doing (besides medically), telling me she’s happy when I tell her I’m doing better, an occasional smile or light moment, or even mentioning the crazy heat we’ve been having—you know, the kinds of things humans do when they want other people to feel like you give a fig. 

Why don’t I leave? Because I’m a big boy and can take it, and because it would be inconvenient to have to find someone new, especially since I’m almost done with my treatment. 

But I do think about it. A lot. 

So, I stay. But would I return? Recommend her? Probably not. And if I was writing a review, I’d write what I just told you.

I know she may be under a lot of pressure and may have problems of her own. It doesn’t matter. Patient care is a crucial part of her job.

She may actually care about her patients. But unless she makes them (us) feel like she does, she’s not doing her job. Or doing herself any good.

Lawyers have the same challenge, of course. Making the people we serve feel like we care about them. 

So simple. And some of the most effective marketing a professional can do. 

Here’s the formula