To make-up for my last post, here’s a story about a real class act.
Dr. Gordon Couch recently performed surgery on my mother at Sacred Heart Hospital in Pensacola, Florida. He did a good job. But, more importantly is how he did his job. The first thing he did was form a relationship with my mother and her husband. He sat with them, discussed the condition, and began to learn a myriad of personal details which he later recalled with great clarity. Meeting me for the first time a week later, he knew I had traveled from Colorado to visit. He later remembered my name, and offered sincere and genuine attention in response to what must have been a redundant line of questioning.
He took our phone call at his home late one evening and answered more questions. And, he even offered to make house calls!
This guy might be a little old fashioned. But, in these days of running scared from malpractice lawsuits, it’s nice to see that some doctors still care…and get personal.
The lesson is: Care and you will have loyal customers who will rave about you. Fake it, and they will run from you…and probably sue you too if you screw up (read more about that in Malcolm Gladwell’s new book, Blink).