Customer service - First impressions
Let’s pretend you walk into a practice for an appointment. You’re unsure of where to go or what to do. You wait to be greeted but the greeting never comes so you approach what appears to be the check-in window. You stand there and wait for eye contact from the employee as she appears busy and you don’t want to interrupt.
Employee, holding out their hand and still no eye contact: “Insurance and photo ID, please?”
You proudly hand over your cards because you came prepared. You filled out your paperwork ahead of time to make the process easy for everyone. The employee scans in your cards and hands them back.
“Thanks. They’ll call you from the door on the right.”, she says.
You become uneasy. You begin to wonder, ‘Did I make the right decision? Is the provider and he rest of the staff going to be as unwelcoming?’
While the employee was not “rude” per se, the customer service aspect, or overall customer courtesy, was missing. Remember…A first impression is a lasting impression!
Let’s review a few important points and then replay that scenario with a little more pizzazz.
Important Greeting points
Eye Contact - It is a non-verbal way to let them know you acknowledge them and are paying attention. Eye contact should be used alongside a greeting and/or smile. If you use eye contact but don’t greet, the patient will then feel ignored (and likely worse than if no eye contact were made at all).
Greeting - Hi, Hello, Good Morning/Afternoon/Evening…all acceptable! It acknowledges them and makes them feel welcomed into your business.
Smile - This indicates that you and the business they are entering are friendly and that they are welcome!
Education - Remember that you do this job day in and day out. What may seem like something simple for you may not be as easy for a patient to understand. Ask questions & explain thoroughly. Determine their needs and offer suggestions.
Build Rapport - First time customers may be uncomfortable and cautious. Feel free to make conversation unrelated to what they are there for: Weather, compliment, sports (maybe they are wearing their favorite team shirt). This isn’t always required but definitely a plus if it can be added in.
So let’s try this scenario again!
Pretend you walk into a practice for an appointment. You’re unsure of where to go or what to do. You look over at what appears to be the check-in desk and make eye contact with the smiling receptionist.
“Good Morning! Welcome in, I’ll be right with you.” She’s obviously busy but you appreciate the greeting and direction. You wait patiently while she finishes what she is working on.
“Thank you for your patience,” she says. “I see you completed your paperwork online, that’s perfect! May I have your insurance and photo ID to scan in?”
You hand over your insurance cards and photo ID and she thanks you. As she scans in your cards, she looks your direction and says, “It looks like your visit today will go towards your 20% coinsurance. That will be calculated at our check-out desk after your visit. Do you have any questions about your benefits?”
You shake your head and smile. “No, thank you. I appreciate the information.”
“You’re welcome!” She says as she hands your cards back, “Just let us know if you change your mind at any point and we are happy to explain. You’re all set and they will call you from this door over here.” She points to the door on the right.
After reading the two different scenarios, we hope you are able to see the difference a few small actions or words can make. This patient did not walk away in the second scenario with any negative feelings or doubts about her choice or experience.
These are very simple interactions and there are obviously some that don’t go as smoothly or easily, but we will cover those on another day.
We’d love to know about an experience you’ve had, good or bad, that made a difference in your first impression. If bad, what simple act could’ve made it better?
