We’ve all experienced it at some point — a genuine greeting that instantly brightens our day or puts us at ease. Earlier this week I walked into a new medical building in my community, and their “concierge” at the desk warmly welcomed me and personally directed me to where I needed to be. It felt good, and it made me feel good about coming there.
Are your patients experiencing the same sort of greeting?
A greeting — whether it be on the phone or in person — is the first impression of your practice. It sets the tone for a patient’s experience. If negative, it can be hard to “undo.” Performed properly, it can spark a connection and begin to build the foundation of a relationship with your practice. And in this digital age, the most powerful marketing tool you have are your relationships. After all, no one wants to feel invisible; everyone wants to feel valued.
So what are the components of a great greeting?
1. Make it prompt and professional — within 5 seconds if possible.
2. Make it warm and sincere — smile and make eye contact. Don’t multitask. Take a brief break from your paperwork or computer screen.
3. Personalize — don’t make all of your greetings exactly the same. Change it up. Notice something about the person or offer a compliment.
4. Introduce yourself. Find a connection or common ground.
5. Anticipate needs and provide instruction. Does someone appear to be looking for the restroom? Do they have a wet umbrella? Put them at ease. Help them to understand where things are and the flow of what will happen while they are there.
Extravagantly welcoming patients. Does it require energy? Yes. Is it worth it? Absolutely.
Want to learn more about enhancing the patient experience? Check out Andrea Eliscu’s latest book published by the Medical Group Management Association, It’s Personal: The Art of Building Your Practice, now on sale for 10% off through August 31, 2017. Simply enter the code BACK2SCHOOL at checkout.