First Impressions Count
Have you ever attended an appointment, arrived at the front desk and have had to pinch yourself to check that you were not invisible?
On arrival the member of staff continues their conversation with their colleague and when they do take a moment to look at you, they speak to you as if you have interrupted them? You are then asked your name, told to sit down, left not knowing when you will be seen and by this point all you want to do is escape?
Let’s flip it. Imagine you attended an appointment and on arrival a member of staff stood up and moved around from the desk, greeted you with a warm smile, shook your hand and looked you in the eye, acknowledging you with positivity whilst using your first name as if they were waiting for you to arrive. They then introduce themselves, offered you water and made you comfortable, explaining everything to you before you even had to ask?!
Which one feels good to you? I’m guessing the second scenario.
Exceptional, Poor or the Middle Ground.
My examples may not be exact to your experiences, but I’m predicting you can recall something similar. The two examples are at the opposite end of the spectrum of customer service, and in between you have the middle ground. The middle ground is a pretty good welcome, but could have been improved, and if it’s in the middle ground it will certainly not stay in the forefront of someone’s mind. Our aim is to be at the right end of the spectrum, exceptional and memorable!
I mention this because the second greeting I describe, whether it be in person as described above, or by email or phone, really can make or break the relationship with the customer.
So here are my Top 4 Tips to consider when creating an exceptional first impression:
1. Be prepared: If you are a health care provider reading this, it is likely you have a diary with scheduled appointments in. The benefit of this is that you know who is visiting when so use this to your advantage! Whether it is someone’s first visit, or sixty first, every welcome deserves to be exceptional. If meeting someone in person, have everything ready for their visit such as their paperwork or the environment they are walking in to. Make sure the surroundings, including the front desk is clean and tidy.
If you are behind the front desk, stop what you are doing, stand up, and walk to the front to greet them and guide them appropriately. If it is their first contact over the phone, stop what you are doing, allow the phone to ring 3 times, stand up and answer the phone. Standing will help you to change your energy, and allowing the phone to ring a few times gives you the time to refocus. By being prepared and present will help to make the patient feel valued and cared for.
2. Use of names: This follows on well from being prepared and knowing who is visiting when. It is said that one of the favourite words a person likes to hear is their own name! Greeting someone by their name will help them to feel welcome and that you were expecting them. Their name is unique and personal to them, and by using it appropriately when first greeting and throughout the conversation will leave a positive and lasting impression. Similar principle over the phone, don’t be afraid to find out their name at the start of the conversation and use it throughout.
3. Body language: This is a whole topic in itself but for the purpose of this blog I will keep it brief. Actions really do speak louder than words. It has been shown that people get more from what you are not saying, than the actual words that come out of your mouth. So being mindful of your body language when interacting with others is important. Stand up proud, with your shoulders back, head held high and arms by your side. This will help you to come across as confident and approachable. Smile to show you are friendly and make eye contact to help connect with the person. Adapt your tone of voice when speaking and sound excited for their visit. When we get through COVID, shake the persons hand. This is so important on first meeting someone as it helps to build rapport and shows a level of professionalism.
4. Listen: Once you have done your initial welcome, pause and take time to listen to the person in front of you. The visit is not about you, it is about them. It can be easy to tell them everything and more, but ask yourself if it is essential for them to know it or are you just filling in the silence? Learn about them, it could be as simple as “how did you find your journey here?” or “are you excited about your visit today?” or if over the phone “what has prompted you to schedule a visit?” Find out their why, listen, and respond appropriately, be genuinely interested and allow them to be heard. Listening can go along way.
This topic is huge and I will go into each area in more detail in future blogs, but the above forms a great starting point for you and your team when creating a positive and long lasting impression with your patients.
Here is to creating a thriving and welcoming practice.
With love,
Sarah