An everything is customer service anecdote

There is a doctor’s office at Johns Hopkins that is difficult to get an appointment with, but every one who calls to make one is offered an appointment that day.

Only 4% of patients accept the same day appointment.

But 100% of them feel like well-connected VIPs for being offered an immediate appointment when they call.

Yes, this would backfire if everyone agreed. But they have the data to know they won’t. What they do have is a first-touch experience that causes delight.