Several years ago, 10 to be exact, I made a recipe one of my friends gave me for homemade, from scratch, chicken pot pie. Mind you, this was no easy task. It had 23 ingredients, took 4 ¼ hours start to table and made enough to feed the US army, or the Mercer Men’s Basketball team, both of whom eat about the same amount. I served my prize dish to my husband’s family who was visiting from out of town. As we were clearing the table for dessert walking into the kitchen, I quietly asked my husband what he thought of the chicken pot pie, to which he casually replied, “It was good.” As any woman who has attempted to go above and beyond her typical culinary skills, I replied in protest, “What??!!??! Good???? It was the Mother of all chicken pot pies!!!”
I was reminded of this story, (actually I will never forget it) this week when asked a question by one of my patients about the Spa Medical difference. As if it had been rehearsed, my words flowed, “We are different because we offer the service of Chick-fil-A, the style of the Ritz Carlton, the integrity of Maytag and our tag line, like AT&T, is ’Just ok is not ok.’ Admittedly, I had just presented at a staff meeting the week previous where I yearly reiterate our core values, mission, and vision. Not in those exact words, but using similar illustrations, I had reminded our team of the distinctives that make us different.
One example of the way we do this is, like Chick-fil-A, through exceptional customer service. We are fans of Raving Fans by Ken Blanchard and we try to emulate the principles set forth in his book. Our goal is to make your appointment at YOUR convenience, not ours, even if that is the same day you called. And when you arrive, we work hard to invite you in the treatment room within 10 minutes, honoring your valuable time. It’s the same principle that AT&T has expressed in their hilarious ‘Just OK is NOT OK’ commercial series. We consider it a failure when our patients respond to our question, ‘How was your service today?” with, “Fine.” We want them to be raving fans who are blown away with not only our service, our treatments and our words, but also who can’t wait to tell others about how fabulous we made them feel.
Our style is obvious in our facility. Our desire is for the cares of the day to fade away when you enter our hidden gem on Third Street in Macon, GA. We have heard it over and over, “I love this place,” before we even have the chance to say hello. The integrity shown in our treatments and words to our patients is clothed in truth and honesty, not sales. We go above and beyond to help our patients reach their goals. An example of this is seen in one of our most common treatments, Botox. My standard words are, if there is anything you don’t like about your treatment or if you think it is inadequate, let me know because both of those things I can ‘fix’ with a free tweak! We guarantee great treatments, as much as humanly possible. Our team also works hard to keep up with the fast-changing medical cosmetic world by attending seminars, webinars, inviting reps for educational events, adding the newest products and procedures and practicing to make perfect!
We love spoiling our patients with an experience and service like no other! We go the extra mile, because we agree with Maya Angelou who said, “I’ve learned that people will forget what you did, people will forget what you said, but people will never forget how you made them feel.” In a world of ordinary, we stand out and we believe exceptional customer service is one of the reasons why. We make you feel different. At Spa Medical, we are NOT just another chicken pot pie.
Beauty is not to see. It is to feel.