Do They Truly Feel Welcome?

September 7, 2018 Practice Administration, Savor the Day 0

“Hello, Welcome to (business name)” is the mantra out there when you walk into most stores these days. It’s nice and yet, often seems forced & insincere.

Frequently, the person saying it doesn’t even look up to make eye contact with you which causes me to feel as if they shouldn’t even bother.

You see, I am one of those people who likes to make eye contact with others while showing kindness to brighten their day-much to the dismay of my kids 🙂

Do you listen to the interactions in your office? Do you train your staff to answer the phone in a positive way & acknowledge patients in a kind manner when they arrive for their appointment no matter how busy they may be?

Often the best way to do this is to have your lead staff model this behavior. You can even put a smile sticker on the phone/computer to remind them to smile. You can also have new staff practice their greeting such as “Thank you for calling (practice name), this is (name), How may I assist you?”

I know customer service should be a given, but I am amazed when I enter a practice & get that slow slide of a window with a “sign in” statement instead of a smile, eye contact & “welcome”.

Little things make a difference & are often what patients remember most. What tips do you have as well?