Last week I received a telephone call that still brings a smile to my face -- not because of the contents of the call, but because of the manner in which it was conducted. It was one of those "Wow" moments.
A woman was calling me to follow-up on some information for an upcoming appointment. 1. I could hear the smile in her voice as she spoke. 2. She knew the questions she needed to ask, and as I responded there were no interruptions or comments -- she was a good active listener. 3. She was thorough in her explanation, thereby answering my questions before I even inquired. 4. At the end of our conversation, she provided me with a call back number, telling me that anyone who answered the line would be able to help ... but if I preferred, I was welcome to ask for her directly. Earth shattering? No. Did it have a great impact on the recipient (me)? Absolutely! There was no additional cost involved to make it a personalized, friendly, helpful conversation, nor did it take any more time to conduct a discussion in this manner. Could anyone do it? Yup. Do they? Nope. Like I said, a Wow moment. | 
