Small Things Make a BIG Difference

Posted on Feb 19, 2019 by Lori Boyer

Improving the patient experience through the little thingsWe recently posted about how little things, like sending a “Happy Birthday” video to patients, can make a huge difference in patient satisfaction and loyalty. It is also a great marketing tool…patients not only share these videos with their friends in real life, but also with thousands of strangers through online comments. I thought it would be fun to not just TELL you, but SHOW you just what patients think when they see a message like that. So without further ado, here is just sampling of some comments patients left on YouTube after receiving the SR Happy Birthday video.“My dermatologist sent me this. I think it is an unexpected treat in a world so full of just the opposite.” –Robyn

“Thanks Dr. Thomas Turner and office staff! With my birthday surprise you made my day keep up the good job!” –Martha

"My otolaryngologist just sent me this, & I am noticeably happier than I was just a few minutes ago!” –Joslyn  
“When you think of all the bad things happening in this world today, this really puts a smile on ones face...thanks to all of you at Harborview Dental Associates for even thinking of me in such a special way.” –Rolda

“Wow. How cool was this cute animated clip. Never expected the evite from eye doc. - t'was a nice simple gesture of (business) thoughtfulness ;)” –Greg

“ My eye doctor sent me this. I love it 😍” –TippytoesA birthday message can make patients feel loved

“My eye doctor sent this to my 6 year old daughter for her birthday today. She loved it. Thank you for this silly, yet positive gesture. 😊 ” –Deborah

“Awwwwwww, Thank you all SOOOOOO much!!!! It means a lot to my heart. At my age now it really makes me feel important. YOUR the BEST!!!! 👏❤️😘” –Frannie

“My eye doctor sent this to me - I know it is automated, I still think it is SWEET!” –Leslie

“My dentist sent me this. Beautiful!” –Jtheawesomeman

“My gynecologist sent me here. It truly is a happy birthday!” –Kellen

“Soooo unexpected and certainly starts my BD weekend out with a smile! Thanks much!” –Connie

“This is a first. A very nice surprise. Thank you!” –Jean

“How adorable!! My eye doctor back home in AZ sent this to me even though I haven't been there for a few years now... when I move back home to AZ in a couple years if they're still there I will be back to see them for sure. :)”  –Glenda

“61 years and this is the first time a physician (dentist) sent me a birthday video. I feel so special!” –Cindi

“My allergy clinic (Texan Allergy) sent this to me. It’s cute.” –Cathy

“I get this once a year and it's the best thing ever next to the free Starbucks coffee. thank you!” –Angel

“It's my 50th bday got this from my eye doctor so cool.” –Drama Queen

“Woolf and Woolf Optometry…LOVE YOU GUYS!!!” –Velina

Improve your patient experience“Thank you so much for a Happy Birthday song! I was blown away, came from my former dentist.” –Bruce

"Coolest email wish ever. Thanks." -Alexander

"From my kid’s dentist - 16th birthday and he actually got a big kick out of it. It’s the little things!" -GM

"Cherry on top of my Birthday Cake! This was adorable! Thank you Dr. Funnell!" --Joane 

"So sweet and unexpected thank you! FPA women's health of Downey 😎😂😁"-DD

"Thank you very much ! You made my day!" --AC

"What a great reminder to go visit the doctor." -Kristie

"That's just freakin' awesome....Thanks for taking good care of me!! Doc and Staff." -Terry

These are just a few of the literally thousands of shout-outs patients have sent to their doctors after being sent a birthday video. It is something that literally doesn't take up a single minute of time, but makes a huge difference in the long run. Remember...it's the little things!

What do you do to celebrate patients' birthdays? We'd love to hear in the comments!

You can also read some tips on making patients feel loved directly from your peers in "30 Awesome Patient Communication Tips from Practices like Yours."

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Lori Boyer

Lori Boyer

Lori Boyer has spent over a decade developing content and customer strategy for a wide variety of companies. She especially loves "walking a mile" in the shoes of her target audience. At Solutionreach we focus on relationships - building and maintaining them. She does the same. Lori Boyer is a lover of crisp fall mornings, a good book, and just about anything Beauty and the Beast related.

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