Newsletter: Client Service 2.0, Courtesy Of My Dentist


Several nights a week I fall asleep thinking about client service. I wish I could say it’s because of dedication to my work. No, it’s due to my night guard.

When I received the night guard three years ago, I was mildly disappointed that it came in a glow-in-the-dark box, which I was sure was going to be disruptive. Then, a few days later, I forgot to put the guard in before I got into bed. As I debated whether to turn the lights back on or fiddle around in the dark, I glanced over and immediately spotted the box… because it glowed. In that second, I became a super fan.

By providing a glow-in-the-dark case, that company had done what we all strive to do: thoughtfully stepped into the shoes of their clients, anticipated an unexpressed need, and addressed it in a simple, practical way. On the receiving end of that level of service, I felt both cared for and understood. Now, several years on, I still get that feeling 3 or 4 nights a week when locating the night guard in the dark.

Each time, I ask myself questions we could all benefit from: are we delivering services in a way that shows our clients that we deeply understand and care about them? Are we meeting needs our clients do not yet know they have? That high standard, set by a dental packaging company no less, is the key to greater client retention, repeat business, referrals, and ultimately, long-term sustainability.

We’d love to know how you deliver a holistic experience that turns clients into super fans. Contact us, and let’s chat.


Precious Williams Owodunni | CEO & Founder of Mountaintop Consulting

This letter was originally published in Mountaintop Consulting’s monthly newsletter. You can read the full newsletter here.

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