7 Tips That’ll Make Them Say ‘WOW’!

28 Aug

7 Tips That’ll Make Them Say ‘WOW’!

With this widely acknowledged pressure to win patients over instantly, here are my seven tips for making your first impression strongly positive.

1.     Be on time – if there is an unavoidable situation causing you to run behind, communicate openly with the patient and just tell them what’s going on!!  Whatever you do, don’t hide behind the front desk and avoid the situation.

2.     Make your patient the center of attention – The greatest way to make a positive first impression is to demonstrate immediately that the other person–not you–is the center of action and conversation. Focus on those opportunities for relationships and patient retention.  Show that you are truly patient-centered, and your patients will actually be eager to see you again.

3.     LISTEN. You’ll make a superb initial impression when you demonstrate good listening skills. Give positive verbal cues: “Hmmm. . .interesting!” “Tell me more, please.” “What did you do next?”  Nonverbally, you show you’re a skilled listener by maintaining steady eye contact. Remember how you respond to the social rookie who appears to be looking over your shoulder for the next person he wants to corner.

4.     Use your patients’ name frequently – Greet them by name as soon as they walk through the door.  When you remember their name, their impressed.  When you refer to them by name often, they like you.

5.     Dress the part. “Mrs. Jones,  having you in our practice as a guest is a rather ordinary experience, and doesn’t call for me to present a professional appearance.” This is the message you send if you’re scrubs are old, dingy or wrinkled.  Front office team should be wearing nicely laundered and pressed professional attire – no scrubs.

6.     Eliminate Distraction – Your patient will not feel important if there are lots of other things happening during their visit.

7.     Follow Up – Do you call your patients or write personal notes? They don’t give you a second thought when they leave your office.  Give them a reason to think about you again!

 

With every new encounter, you are evaluated and yet another person’s impression of you is formed. These first impression can be nearly impossible to reverse or undo, making those first encounters extremely important, for they set the tone for all the relationships that follows.

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