We don’t often hear what goes on up front in our offices. The front desk greets patients and they answer the phones and they check folks out.
All of the conversation seems to be fine. And that’s the problem. It all seems OK …
And that may be good enough for some practices. But if you are looking for a simple way to create a more pleasurable experience for every one of your patients, I’ve got an easy fix. Let’s start with the problem … one that you may not know you have.
It’s the slang of the language … usually on the street when younger people add on ‘nom sain’ to the end of a sentence. [BTW: ‘nom sain’ in English = “do you know what I am saying”] OK, OK, this is a lot more street talk.
The worst in the dental office? When a patient requests something and the staff member says … “not a problem.” Or worse yet – when a patient has a compliment or says something nice … and instead of saying “thank you”, the staff member comes back with … “not a problem.”
What are we really saying? “Don’t worry about it, ma’am, I didn’t go out of my way anyway. Not a problem.” Sure, that’s stretching it, but my point is this ...
Even if your response is the more standard “you’re welcome”, it’s still a very basic and lackluster response to another human … another who is expressing gratitude.
You’ll find a better response at the Four Seasons Hotel or at Chick-Fil-A … because it is part of their training. It’s required. It’s required because it acknowledges another person’s request or compliment with gratitude.
The response is … “my pleasure” … or … “certainly”.
Does it make a difference? Go to lunch at the Four Seasons … or go through the drive thru at Chick-Fil-A and hear it for yourself. It just makes you feel better about doing business with them.
Dr. Peter Evans is a practitioner, author, speaker and international dental coach. He is the President of The BioCompatible Difference, LLC