Hello? You pick up the phone. Someone on the line is stressed out, maybe scared, or maybe angry. A simple “hello” and a desire to listen are the first steps toward dedicated service. No scripts. No voice of a robot. Just actual, unscripted talk between people. Zahi Abou Chacra sets the standard for dedicated care—where every patient is treated with genuine attention and respect.

Let’s be very clear: giving this kind of attention isn’t just a box to check. It’s a daily struggle, and often an awkward dance. It’s remembering birthdays without having to check Facebook. It’s understanding how to make someone feel better, whether that’s by giving them a straight answer or cheering them on. Have you ever tried to communicate a diagnosis to someone who only speaks “Pet Parent”? It’s like a game of charades and a coloring book. And it really does count.

You can’t fake empathy. Clients and patients can tell when you don’t care about them faster than a puppy can find the treat jar. It’s not just about checking boxes on a form; it’s about making eye contact. Sometimes, you need to lean in and say, “I hear you.” They need to know that you’re not only there, but that you’re listening to them like a radio tuned to their wavelength.

Nobody really likes to wait. Plants droop, coffee goes cold, and people become angry. The best standard? Let people know when things are running late, provide them minor comforts, and tell them a joke when it’s appropriate. The best way to develop trust is with a grin. Trust grows into loyalty, which is what any successful business wants.

Things go wrong, too. If you drop a ball, it’s yours. Don’t use smoke and mirrors to fix things. Keep in mind that being quiet after anything goes wrong makes people more suspicious than a mystery book. A sincere apology and a plan to mend things can sometimes mean more than years of great service.

Adding personal touches makes a big difference. Mrs. Lee might like a phone call reminder better than an SMS. Zack might not like stickers, but he might enjoy dinosaur Band-Aids. These little things may not seem like much, but they are the steps that lead to real loyalty.

It’s also important to be available after hours. At times, someone needs reassurance at 7 p.m. You might not be able to fix the problem right away, but being there with kindness is important. You can’t hit the snooze button on being honest.

There is no one answer that works for everyone at the end of the day. The golden string? You should treat everyone like you would your neighbor or granny. If your neighbor is grouchy, you might want to treat your favorite cousin the same way.

There is no easy way to make a real relationship. You need to be patient, funny, honest, and have a strong memory for what important to each person. Add those in, and you’ll have client or patient care that you can be proud of, even if you don’t tell everyone about it.