{"product_id":"never-lose-a-customer-again-isbn-9780735220034","title":"Never Lose a Customer Again","description":"\u003cb\u003eAward-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003eColeman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. \u003cbr\u003e\u003cbr\u003eWhile new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.\u003cbr\u003e \u003cbr\u003eIn \u003ci\u003eNever Lose a Customer Again\u003c\/i\u003e, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship.\u003cbr\u003e\u003cbr\u003eColeman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.\u003cbr\u003e \u003cbr\u003e In the \"Acclimate\" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.\u003cbr\u003e \u003cbr\u003e In the \"Adopt\" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).\u003cbr\u003e \u003cbr\u003e In the final stage, \"Advocate,\" loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals.\u003cbr\u003e \u003cbr\u003eDrawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. \u003cbr\u003e\u003cbr\u003eWorking with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. \u003cbr\u003e\u003cbr\u003eHis approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.“Joey's fanatical commitment to sales and customer experience has impressed me for many years. In this book, he \u003cb\u003espills his secrets\u003c\/b\u003e and promises to create a \u003cb\u003emassive shift in your company’s bottom line\u003c\/b\u003e—and he even guarantees it!”\u003cbr\u003e - Chris Guillebeau, \u003ci\u003eNew York Times\u003c\/i\u003e bestselling author of \u003ci\u003eSide Hustle\u003c\/i\u003e and \u003ci\u003eThe $100 Startup\u003c\/i\u003e\u003cbr\u003e  \u003cbr\u003e “Joey offers​ ​a​ ​balanced​ ​approach​ ​for​ ​forming incredible customer​ ​relationships​ ​without​ ​sacrificing​ ​the​ ​bottom​ ​line.​  \u003ci\u003eNever Lose A Customer Again\u003c\/i\u003e is \u003cb\u003ethe best (and most useful) book I've read in years\u003c\/b\u003e.”\u003cbr\u003e - Michael Port, \u003ci\u003eNew York Times\u003c\/i\u003e and \u003ci\u003eWall Street Journal\u003c\/i\u003e bestselling author of \u003ci\u003eSteal the Show\u003c\/i\u003e    \u003cbr\u003e  \u003cbr\u003e “Gift this to every business owner you know; it's the detailed, \u003cb\u003ehow-to guide for today's customer relationships\u003c\/b\u003e. Recommended!”\u003cbr\u003e - Jay Baer, founder of Convince \u0026amp; Convert and author of \u003ci\u003eHug Your Haters\u003c\/i\u003e \u003cbr\u003e  \u003cbr\u003e “Joey’s explanation of customer experience is genius. It completely reframed our business and led us to become the leader in our field. I don't just recommend Joey or his book - that's not a strong enough statement. \u003cb\u003eIf you don't implement these ideas in your business, you're going to lose to someone who does.\u003c\/b\u003e”\u003cbr\u003e - Tucker Max, 3x #1 \u003ci\u003eNew York Times \u003c\/i\u003ebestselling author and co-founder of Book in a Box\u003cbr\u003e  \u003cbr\u003e “Joey is top of the field when it comes to customer experience design. \u003cb\u003eIt usually takes years to develop world class customer service - but this process can get a company there in weeks\u003c\/b\u003e.”\u003cbr\u003e - Robbe (Robert) Richman, Former Culture Strategist at Zappos and author of \u003ci\u003eThe Culture Blueprint\u003c\/i\u003e\u003cbr\u003e  \u003cbr\u003e “This book is \u003cb\u003eessential for everyone who has any interaction with your customers\u003c\/b\u003e! \u003ci\u003eNever Lose a Customer Again\u003c\/i\u003e goes beyond customer service and experience. It's about validation that the customer made the right decision to do business with you. \u003cb\u003eEveryone in your organization must understand this\u003c\/b\u003e.\u003cbr\u003e - Shep Hyken, customer service expert and \u003ci\u003eNew York Times\u003c\/i\u003e bestselling author of \u003ci\u003eThe Amazement Revolution\u003c\/i\u003e\u003cbr\u003e  \u003cbr\u003e “\u003ci\u003eNever Lose a Customer Again\u003c\/i\u003e is the roadmap for \u003cb\u003ethe most practical marketing strategy you can employ\u003c\/b\u003e: creating an exceptional customer experience.”\u003cbr\u003e - John Jantsch, author of \u003ci\u003eDuct Tape Marketing\u003c\/i\u003e and \u003ci\u003eThe Referral Engine\u003c\/i\u003e     \u003cbr\u003e  \u003cbr\u003e “\u003ci\u003eNever Lose a Customer Again\u003c\/i\u003e is a landmark work on the least talked about, yet most important, part of a successful business – keeping your customers. \u003cb\u003eIf you only read one book on this critical subject, make it this one.\u003c\/b\u003e”         \u003cbr\u003e - Marcus Sheridan, author of \u003ci\u003eThey Ask You Answer\u003cbr\u003e\u003cbr\u003e\u003c\/i\u003e“Joey Coleman reminds us that \u003cb\u003ethe true, lasting path to profitability is building customer relationships for life\u003c\/b\u003e - and in this book, he shows exactly how to do it.”\u003cbr\u003e - Dorie Clark, author of \u003ci\u003eStand Out\u003c\/i\u003e and \u003ci\u003eEntrepreneurial You\u003c\/i\u003e; adjunct professor, Duke University Fuqua School of Business\u003cbr\u003e  \u003cbr\u003e “Joey’s work and expertise in the customer space are \u003cb\u003ebleeding edge\u003c\/b\u003e.  \u003ci\u003eNever Lose a Customer Again\u003c\/i\u003e is a \u003cb\u003emust-read\u003c\/b\u003e for anyone growing a company, or wanting to grow in their role inside a company.”     \u003cbr\u003e - Cameron Herold, Founder COO Alliance, author of Double Double and Meetings Suck\u003cbr\u003e  \u003cbr\u003e “Whether you're a solo entrepreneur or a Fortune 100 enterprise, this book is the \u003cb\u003eultimate road map for making your brand stand out\u003c\/b\u003e. It's​ ​\u003cb\u003eguaranteed​ ​to​ ​become​ ​a​ ​classic​ \u003c\/b\u003e​-​ ​not​ ​only​ ​in​ ​the​ ​genre​ ​of​ ​customer​ ​experience,​ ​but​ ​among business​ ​books​ ​in​ ​general. Implementing these revolutionary techniques is the best gift you can give your customers, your business, and yourself!”\u003cbr\u003e - John Ruhlin, founder of Ruhlin Group and author of \u003ci\u003eGiftology\u003c\/i\u003e\u003cbr\u003e  \u003cbr\u003e “The techniques outlined in this book are \u003cb\u003ethe absolute best way I know to keep your customers\u003c\/b\u003e. \u003ci\u003eNever Lose a Customer Again\u003c\/i\u003e is \u003cb\u003edirectly applicable, funny to read, and filled with great examples\u003c\/b\u003e. By learning how to better care for your customers you will dramatically improve your bottom line. Read this book!”\u003cbr\u003e - UJ Ramdas, Co-Founder at Intelligent Change\u003cbr\u003e  \u003cbr\u003e “If you believe as I do that customer experience is the last true brand differentiator, and you’re wondering how you can differentiate your business in a sustainable, competitor-proof way, then you have picked up the perfect book. There is \u003cb\u003eno one on Earth more passionate about the customer experience than Joey\u003c\/b\u003e Coleman (trust me, I’ve tried to match his passion!), and he translates that passion into an \u003cb\u003eactionable guide\u003c\/b\u003e to treating your customers right and taking your business to the next level. So many companies make the mistake of focusing all of their resources on acquiring new customers; instead, Joey’s approach is to focus on keeping the customers you already have. And when you treat your customers and clients with the respect and consideration they deserve, they will pay you back with loyalty and a willingness to share their great experience with the world.”\u003cbr\u003e - Dan Gingiss, Senior Director of Global Social Media at McDonald’s Corporation and Author of \u003ci\u003eWinning at Social Customer Care\u003c\/i\u003e\u003cbr\u003e  \u003cbr\u003e “Joey’s \u003cb\u003estep-by-step guide\u003c\/b\u003e will show you how to wow your customers so that you’ll never lose one again.”\u003cbr\u003e - Vanessa Van Edwards, bestselling author of \u003ci\u003eCaptivate\u003c\/i\u003e\u003cbr\u003e  \u003cbr\u003e “\u003ci\u003eNever​ ​Lose​ ​a​ ​Customer​ ​Again​​ \u003c\/i\u003e​provides ​a​\u003cb\u003e ​goldmine​ ​of​ ​ideas​,​ ​examples, and ready-to-implement action steps\u003c\/b\u003e designed to hook your customers early in the relationship and turn them into lifelong fans!”\u003cbr\u003e - Nir Eyal, bestselling author of \u003ci\u003eHooked\u003c\/i\u003e\u003cbr\u003e  \u003cbr\u003e “I was in the audience at the conference where Joey first tried out his First 100 Days philosophy and watched it ripple through the crowd of seasoned entrepreneurs and business executives. He received a \u003cb\u003estanding ovation\u003c\/b\u003e. Since then, Joey has become an\u003cb\u003e incredibly in-demand speaker and writer\u003c\/b\u003e. \u003ci\u003eNever Lose a Customer Again \u003c\/i\u003eis the next step in that journey.\" \u003cbr\u003e - Ryan Holiday, bestselling author of\u003ci\u003e The Obstacle is the Way \u003c\/i\u003eand \u003ci\u003eEgo is the Enemy\u003c\/i\u003e\u003cbr\u003e\u003cbr\u003e  \u003cb\u003eJoey Coleman \u003c\/b\u003eis the Chief Experience Composer at Design Symphony, a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies. When not traveling the world for speaking and consulting engagements, he enjoys time at home with his family in the mountains of Colorado.chapter One\u003cbr\u003e\u003cbr\u003e A Letter from the Author:        The Future of Business Is H2H\u003cbr\u003e\u003cbr\u003e Dear Reader:\u003cbr\u003e\u003cbr\u003e Thanks so much for purchasing Never Lose a Customer Again! Or      picking it up at the bookstore and reading this first      chapter-trust me, you should save time and go buy this now as I      offer a 100 percent refund guarantee at the end of this letter, so      no need to worry!\u003cbr\u003e\u003cbr\u003e It's time to stop thinking B2B or B2C-the future of business is      H2H.\u003cbr\u003e\u003cbr\u003e There is a natural human tendency to learn about a new way of      doing business and immediately jump to excuses about why it won't      work for you.\u003cbr\u003e\u003cbr\u003e \"I could never do that in my business, because [insert reason      here].\"\u003cbr\u003e\u003cbr\u003e \"That sounds good in theory, but it would never actually work in      practice.\"\u003cbr\u003e\u003cbr\u003e \"Maybe he can do this, but real people can't. It's unrealistic.\"\u003cbr\u003e\u003cbr\u003e Please do me a favor. . . . Do not approach this book with that      mindset!\u003cbr\u003e\u003cbr\u003e The philosophy, methodology, and processes I describe in this book      have radically changed both B2B and B2C businesses. The examples      highlighted in this book run the gamut of size, scope, and      industry. This approach has succeeded in small, medium, and large      businesses. Nearly every type of product and\/or service offering      you can imagine has implemented this process: international and      domestic-based operations; small, medium, and large customer      bases; high- to low-dollar items.\u003cbr\u003e\u003cbr\u003e The ideas in this book are not my theories. They come from      real-world experiences-both my own and those of companies I have      worked with over the last twenty-plus years. These companies range      from internationally renowned brands like Zappos, Deloitte, Hyatt      Hotels, NASA, and the World Bank to small, local, mom-and-pop      businesses.\u003cbr\u003e\u003cbr\u003e You might be concerned about the size of your company and whether      you can implement these ideas. Don't worry-you can. You may      wonder, \"What if my business has only two employees?\" The      techniques in this book will still work for you. \"What if my      business has more than five hundred employees?\" These approches      still apply. In fact, I've included case studies of companies that      range in size from one employee to more than 340,000 employees!\u003cbr\u003e\u003cbr\u003e You may worry about whether you can afford to implement the      strategies and techniques discussed in this book. Again, you      needn't fear, because you can. If your business has less than      $100,000 in revenue, you can afford the techniques described in      this book. If your business is making billions of dollars, you're      more than covered. I've included case studies of companies where      the annual revenue ranges from $50,000 to more than $220 billion.\u003cbr\u003e\u003cbr\u003e Whether you sell products, services, or some combination of both,      this book has examples for you. Whether you operate within the      domestic United States or around the world, this book has examples      for you. Whether you consider yourself an online business, a      brick-and-mortar business, or some combination of both, this book      has examples for you.\u003cbr\u003e\u003cbr\u003e My point is very simple: Yes, this works, and yes, it applies to      YOUR business.\u003cbr\u003e\u003cbr\u003e One of the biggest myths in business is the supposed difference      between B2B and B2C. I get comments like this all the time:\u003cbr\u003e\u003cbr\u003e \"Joey, I loved your example, but it was a B2C business. Do you      have an example that is B2B?\" or \"Joey, you talked about a large      B2B operation. We're a small, B2C company-what should we do?\"\u003cbr\u003e\u003cbr\u003e These questions are based on the premise that there is a huge      difference between the two types of customers (businesses and      consumers).\u003cbr\u003e\u003cbr\u003e There is not.\u003cbr\u003e\u003cbr\u003e While there are certainly differences between B2C and B2B      operations, they are less significant than most people imagine.      All business is ultimately the same, because all business boils      down to humans dealing with humans. I like to focus on a      human-to-human (H2H) equation, because that is what matters most.\u003cbr\u003e\u003cbr\u003e When we think about the typical B2C environment, we know we're      selling to a single buyer and our focus is on that individual.      Without an H2H approach, we fail to think about the other people      who will interact with the purchased item. Imagine a male customer      who purchases a new shirt. We forget to consider the girlfriend      who appreciates the way he looks in the shirt, the roommate who      borrows the shirt, the parents who think he \"looks sharp\" in the      shirt, etc.\u003cbr\u003e\u003cbr\u003e In contrast, when we think about an H2H interaction in a B2B      setting, we have to recognize that every business is an      organization comprised of people, and therefore your product or      service is interacting with humans-and many of them. The person      who made the purchasing decision probably isn't going to be the      only person using the product. In fact, they may not be the person      using it at all. With an H2H approach, we must think of all the      people who aren't involved in the sales conversation but will be      using the service, and about the constraints operating on the      person who is making the purchasing decision.\u003cbr\u003e\u003cbr\u003e With H2H thinking, we consider all of the people who interact with      and experience the product.\u003cbr\u003e\u003cbr\u003e When you shift to H2H thinking, you find more commonalities      between yourself and your customer or client. You can then take      what you know about human nature and infuse it into your business      operations.\u003cbr\u003e\u003cbr\u003e To never lose a customer again, you must meet your customers      (whoever they are) where they are in their emotional journey.\u003cbr\u003e\u003cbr\u003e If you can meet your customers where they are, you can avoid      missing the opportunity to take them out of the sterile B2B      environment or single-minded B2C environment and into the more      emotionally resonant H2H environment.\u003cbr\u003e\u003cbr\u003e The next time you find yourself thinking in terms of B2B or B2C,      remind yourself that you are selling something to people that will      be used by people. If you always keep that in mind, you will move      your customer through the phases of the ideal journey, and you      will make every customer a customer for life, regardless of your      business or industry.\u003cbr\u003e\u003cbr\u003e In essence, you'll never lose a customer again.\u003cbr\u003e\u003cbr\u003e Some consider this idea-that all business is about human-to-human      interaction-controversial. Not everyone agrees with this approach      to business. That's fine.\u003cbr\u003e\u003cbr\u003e If you find yourself disagreeing with this mentality, I encourage      you to put the book down and if you purchased it, to email me      directly so I can give you a full refund of the price you paid for      the book.\u003cbr\u003e\u003cbr\u003e The entire philosophy I describe in this book is based on this      human-to-human concept, and if you disagree with it, I don't want      you to waste your time reading any further.\u003cbr\u003e\u003cbr\u003e I am very serious about the refund offer. Email me at      RefundFromJoey@JoeyColeman.com, and I will arrange for you to      receive a full refund.\u003cbr\u003e\u003cbr\u003e That's how serious I am about this philosophy and approach to      life. I wrote this book because I genuinely believe that business      is ultimately about solving problems to help human beings. You      don't have to agree with me, but if you don't, this book probably      won't help you, and I would rather reimburse you than bear your      disappointment.\u003cbr\u003e\u003cbr\u003e Let's get started!\u003cbr\u003e\u003cbr\u003e P.S. If you have any questions, want to make any comments, or just      want to share how you're going to implement these systems to never      lose a customer again, send me an email at Joey@JoeyColeman.com.      I'd love to hear from you!\u003cbr\u003e\u003cbr\u003e chapter two\u003cbr\u003e\u003cbr\u003e If a Dentist Can Do It,        Why Can't You? \u003cbr\u003e\u003cbr\u003e As I bit into the purple SweeTART¨, my mouth exploded in pain.\u003cbr\u003e\u003cbr\u003e The taste I expected from the sweet and sour candy was replaced by      the crunching, painful realization that my back molar had      shattered. Tooth fragments filled my mouth and pain shot through      my gums, taking me back instantly to previous dental disasters.\u003cbr\u003e\u003cbr\u003e But as intense as the pain was, my first thought was not actually      about the pain. It was about one of my greatest fears. The thing I      dread the most in life: I was going to the dentist.\u003cbr\u003e\u003cbr\u003e Then it dawned on me. I didn't even have a dentist.\u003cbr\u003e\u003cbr\u003e When I moved from Washington, D.C., to Denver a few months      earlier, I didn't take the time to seek out and establish a      relationship with a new dentist. This should come as no surprise      because, like most people:\u003cbr\u003e\u003cbr\u003e I DESPISE GOING TO THE DENTIST!\u003cbr\u003e\u003cbr\u003e Thankfully, a good friend recommended that I go see Dr. Katie      McCann at Aurora Modern Dentistry-promising that she would take      great care of me.\u003cbr\u003e\u003cbr\u003e Dreading the impending dentist visit, I reluctantly called Aurora      Modern Dentistry. I was surprised when a warm, caring, concerned      receptionist answered on the first ring. I did my best to explain      the problem, and she said, \"Joey, we need to get you in as quickly      as possible. It sounds like you're in a great deal of pain and we      want to resolve that right away.\" The receptionist adjusted Dr.      McCann's schedule to get me an appointment two hours later.\u003cbr\u003e\u003cbr\u003e This considerate and fast-acting reaction set the tone for the      level of care I was going to receive from Dr. McCann and her      office. The fact that a receptionist would make space available      immediately for a brand-new patient was a good sign.\u003cbr\u003e\u003cbr\u003e Yet despite this initial positive experience, I was still      skeptical.\u003cbr\u003e\u003cbr\u003e I did not have a good history with dental procedures. Years prior,      I underwent a root canal where, despite the fact that I was under      anesthesia, I swear the dentist climbed up onto a stepladder and      jumped into my mouth with a sledgehammer, wreaking havoc as he      went. The pain from that procedure lasted for days.\u003cbr\u003e\u003cbr\u003e As past experiences with other dental care providers rushed into      my mind (root canals, wisdom teeth extractions, cavity fillings,      etc.), I tried to mentally and emotionally prepare myself for the      upcoming appointment with Dr. McCann.\u003cbr\u003e\u003cbr\u003e The receptionist asked me if I would have access to email and the      Internet between our call and the time of my appointment. I told      her I would and she said, \"If you're willing and able, you can      complete the intake forms online, which will make your appointment      go that much faster.\" Almost instantly a message appeared in my      email inbox.\u003cbr\u003e\u003cbr\u003e Not only did the message welcome me to the practice, but it      included a link to a website where I could complete all the      necessary paperwork to detail my entire dental history. I didn't      need to print PDFs and fill them out by hand. I didn't need to      navigate poorly formatted Microsoft Word attachments and try to      insert my personal data.\u003cbr\u003e\u003cbr\u003e Moving quickly through the various intake prompts gave me a sense      of relief that I was able to complete my \"paperwork\" on my own      time, as opposed to while I waited in the dentist's office. The      ratty clipboard and chewed-cap ballpoint pen approach to filling      out yet another insurance form, medical history, and HIPAA release      was replaced with a customer experience befitting the twenty-first      century. I quickly navigated through a website that asked for my      information only once, didn't require me to repeat myself from      form to form, and allowed for the capture of my electronic      signature.\u003cbr\u003e\u003cbr\u003e I completed all of the forms in less than six minutes. It was      simple. It was easy. It was refreshing. I hit Submit with a sense      of accomplishment, but I was still curious whether this online      form truly covered everything the dentist would need. Surely it      couldn't be this easy?\u003cbr\u003e\u003cbr\u003e I arrived at the dentist's office two hours later for my scheduled      appointment, walked in the front door, and the moment my foot      crossed the threshold, the receptionist stood up to greet me.\u003cbr\u003e\u003cbr\u003e \"Hello, Joey. How are you feeling?\"\u003cbr\u003e\u003cbr\u003e How did she recognize me? We'd never met before!\u003cbr\u003e\u003cbr\u003e She immediately guided me back to the examination room where Dr.      McCann was waiting. After a quick but thorough examination-not      only of the broken molar, but of the area around it-Dr. McCann      informed me that I needed a crown to repair the damage.\u003cbr\u003e\u003cbr\u003e Fantastic (can you feel the \"biting\" sarcasm?). I'd never had a      crown before, but it sounded like an awful experience. My mind      flooded with questions: How long will this take? How painful is      the procedure? How much will it cost?\u003cbr\u003e\u003cbr\u003e Dr. McCann answered all of my unarticulated questions thoroughly,      patiently and gently anticipating my cares and concerns in the      process. She explained that her office had the newest in dental      technology and that they would be able to mill the crown in the      office while I waited.\u003cbr\u003e\u003cbr\u003e \"From beginning to end, you'll be here about an hour and a half,      but you'll never have to come back for us to check the fit again.      We'll take a digital impression of the area. We'll construct a new      tooth. We will 3D mill it, and then we'll insert it and check for      a proper fit. We'll make sure that everything is working well and      is fully seated prior to you leaving our office.\"\u003cbr\u003e\u003cbr\u003e I couldn't believe it.\u003cbr\u003e\u003cbr\u003e Getting a crown was once a complicated medical procedure that took      weeks to complete. Now this new dentist was telling me that      everything could be accomplished in an hour and a half? It felt      too good to be true. But Dr. McCann didn't stop with the      explanation of the crown creation\/installation procedure. She went      further.\u003cbr\u003e\u003cbr\u003e She offered me payment plans (crowns aren't cheap), described her      in-house insurance option (which was so much better than any      dental insurance I had ever heard of), and shared other ways to      reduce the cost of this dental emergency. When I agreed to the      procedure, Dr. McCann said, \"That's great. We'll get started right      away. Prior to that, I just need you to sign this consent form for      us to do the work.\"\u003cbr\u003e\u003cbr\u003e Suddenly, the screen attached to the examination chair, which up      until now had shown X-rays of my mouth and the damaged tooth,      displayed a simple, straightforward consent form. She presented an      electronic signature pad and stylus, which I hadn't noticed      attached to the dental chair, and I signed the consent form      electronically.\u003cbr\u003e\u003cbr\u003e When I was finished, Dr. McCann turned the screen back around,      once again brought up the image of the area that she would be      repairing, and set to work. Dr. McCann offered me the opportunity      to listen to music during the procedure, but I decided to stay \"in      the moment\" and be present. I thought this would help me react      faster if something went awry. As the old adage observes, this      wasn't my first rodeo.\u003cbr\u003e\u003cbr\u003e Throughout the procedure, Dr. McCann made pleasant conversation-a      difficult task when I had a series of tools in my mouth and was      struggling to talk. Her ability to artfully navigate asking easy      yes\/no questions to advance the conversation left me feeling that      I was in the hands of a trained professional.\u003cbr\u003e\u003cbr\u003e An hour and a half later, I left Dr. McCann's office with a new      crown and a newfound appreciation for the fact that an industry      notorious for creating horrible patient experiences could easily      upend those beliefs.","brand":"Portfolio","offers":[{"title":"Default Title","offer_id":46300047376613,"sku":"NP9780735220034","price":32.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780735220034.jpg?v=1767733646","url":"https:\/\/k12savings.com\/es\/products\/never-lose-a-customer-again-isbn-9780735220034","provider":"K12savings","version":"1.0","type":"link"}