We live in a world where some individuals have forgotten to say hello when you walk into a business or where being rude is acceptable. With the changes in social media and sites such as YELP some business’s bad social media habits have been blasted across the internet. Don’t let your business be one of them. Follow a few guidelines to improve your customer service and your great reviews will be poring into Yelp and other review sites. This article is going to focus on the front office.
First things first, when you your patients walk in the door the first thing they are going to see is your front office area. You will want to make sure this area is clean of clutter. It should be organized and should reflect the view and the mission of the office. Furniture should not be broken and should be dust free. It is suggested that magazines be up to date. Chairs and furniture should be arranged in away that allows all patients to easily maneuver around the office. Patient reviews suggest that walkways should be free and clear. Flowers or a few plants can help liven up the are and the area should be open with as much natural light as possible but not bright or glaring.
When your front office greets a patient, they should have a smile on their face and dental consultant Debra Quarles suggests, “that instead of saying how may I help you?” You say, hello this is Amnesia, I can help you today.” This gives the impression that you are able to meet their needs no matter what they are. Once the patient has completed their check-in process, stating how long the wait is going to be can help minimize tension of waiting. If you have IPAD’s in the waiting room you may want to point that out and then ask if you can get them water.
Great teams are set apart from mediocre and providing great customer service will guarantee great patients.