Monday Morning Meeting: 5 Chances to Make a Good First Impression – The Atmosphere

Monday Morning Meeting: 5 Chances to Make a Good First Impression – The Atmosphere

Have you ever walked into an office and thought, “These guys get it”? Their reception area is up-to-date, clean, fresh. Their receptionist is personable, friendly and helpful. Their office materials are professional and organized. Those are the offices where the staff and doctor “get” that making a good first impression is everything.

However, there are many offices out there that either don’t care or don’t think about making a good first impression. What a waste! Making a good first impression can make or break a patient’s experience in your office. And you only get five chances to wow a new patient.

Chance 4: The Atmosphere

If patients can hear negativity at any point during their visit, you need to read this. Patients don’t go to the doctor’s office or the dentist’s office to listen to your office staff gossip or complain. Many patients are already tense from dental anxiety; the negativity coming from your receptionist or hygienists is not going to make them more relaxed. You’d be surprised how much gossip you can hear in a dentist’s office. Gossip about family, friends, co-workers, and yes, even about you doctor. And it doesn’t just stop in your office. Many staff members will frequent local restaurants for lunch… Do you think the people around you don’t know who you are? Think again…

Gossip absolutely has to be nipped in the bud. There is no excuse for it and it’s inappropriate in your office and out of it. If employees are gossiping, chances are there’s no forum for them to complain or vent when patients aren’t around. Implementing a way for them to express frustrations will help eliminate this problem.

Some things to consider:

• 1.     Do employees complain or vent in front of customers?
• 2.     Do YOU complain or vent? You’re the leader here. Set a good example.
• 3.     Do your employees complain or vent out of the office?
• 4.     Do they pick on each other in front of customers?
• 5.     Do they make non-verbal complaints like sighs or frustration noises?
• 6.     Do they back-talk or speak inappropriately to each other or you?