Focusing on Patient Needs

I have been dealing with arthritis in my foot for about a year now. On the recommendation of an acquaintance, I made an appointment to see a physical therapist who apparently works wonders.

As I traveled several miles and nearly an hour to see him, I kept hoping that he lived up to his billing. The office is not in the most attractive location. In fact, many of the businesses around him are closed. And it feels almost like the middle of nowhere.

When I walked in 20 minutes late, the person greeting me was intensely and genuinely kind. I filled out my requisite paperwork and sat for a few minutes until it was my turn.

After a 10-minute consultation with the therapist, he offered his thoughts for what would get me back running. And he suggested two other PTs closer to where I work so that my rehab would be far more convenient. When it was time to go, I tried to pay, but he wanted to see what the insurance company said first. If there was any amount for which I would be responsible, he would just send a bill or call. Later that same day, the call came, and I gladly paid the amount needed.

A few days later, the receipt came in the mail folded in a personal note thanking me for coming in and wishing me well on my rehabilitation.

He truly just wanted me to get better. In the process, he created another raving fan who will recommend him in a heartbeat. Why? Because the focus was on what I needed, not his sale. It makes a difference.

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