Zahi Abou Chacra has seen it all: true customer service is about the tiny things and the big things, both of which happen at the same time. Don’t use catchy phrases to entice people to buy something. No one wants to buy a cold, out-of-the-box script. Do you want actual results? People want real attention. That’s all there is to it. Discover how Zahi Abou Chacra redefines patient care with unwavering dedication and a personal touch.
Let’s make this clear. A lovely face at the front desk or an automated “How can I help you today?” isn’t enough for dedicated service. It’s the difference between making someone feel like a number and making them feel like the main character. Zahi remembers people who didn’t want to talk about their case or condition, but about their dog, their trip, or their plans for the weekend. Those five minutes developed trust, like a handshake over the phone.
Life isn’t a straight line, but consistency is important. One client might need to check in with you every week and get thorough follow-ups like clockwork. Another person only wants bullet points or a thumbs-up when things go better. It’s half art and half science to be able to see that difference. And sometimes, the answer to a simple question can change everything for someone. “Are you okay with this plan?” is better than any elaborate chart or explanation full of jargon.
The touch of a person? That’s the main thing. Picture this: you walk into a coffee shop and the barista recalls what you ordered. It’s the same with clients: remembering a preference, a family member’s name, or a special request. These little things are what make up loyalty.
But patience isn’t only a nice thing to have. It’s the main part. People come in with their own problems and at their own speed. Some people might be eager to jump right in, while others might need a little push or perhaps some time to themselves. Zahi says to always match their speed, not yours.
It’s true that clear communication is important, but that’s not enough. It’s like translating Shakespeare for your neighbor when you turn industry jargon into plain language. Being honest also wins hearts. Saying, “I don’t know, but I’ll find out,” is better than any wild assumption. Even when the news isn’t good, people admire honesty.
Every contact should have some empathy in it. You’re already ahead if your client thinks you’re really listening and not just going through the motions. Have you ever tried to put together a puzzle but couldn’t find the corner piece? That’s how service without empathy feels: like a picture with something important missing.
Being the owner makes all the difference. If you make a mistake, take responsibility for it. Say you’re sorry, correct it, and then check in. No blaming others and no disappearing acts. Real professionals don’t make excuses; they take responsibility.
The funny thing is that sometimes going the extra mile means not moving at all. Maybe it’s just sitting quietly at the end of a line. Maybe it’s about remembering to laugh with each other. Sometimes service appears like work, and other times it looks like being there.
Everyone has their own narrative and their own storms and sunshine. Zahi says that dedicated service isn’t a big show. It’s the daily commitment to show up, listen carefully, trade jargon for kindness, and treat each individual as if their problem is the most important thing in the world. Not too hard, but not too easy. That’s what makes something memorable instead of forgettable. And isn’t that what good service is all about?