Customer service in health care matters. Recently, I took my 95-year old father to an eye doctor appointment. I take him to many doctor appointments with various doctors, but this particular office stands out because of their friendly front desk people and office staff.
Here are seven things they do to make my father—and me—feel valued and respected. And, by the way, these customer service tips are relevant for any industry…not just health care.
- They look up from their work when we approach the reception counter. They don’t keep working or continue gazing at their computer screen.
- They acknowledge us with a friendly greeting: “Good morning, how are you today?
- They smile. Yes, they smile!…AND, they have great eye contact…even early in the morning! Smiling and great eye contact are a part of your body language that show respect and engagement.
- They thank us after returning the credit card for the co-pay, rather than saying nothing.
- They are patient and respectful with my father, who uses a walker and is hard of hearing. They never make him feel rushed going through a door and down the hall. They patiently repeat something that he didn’t hear the first time.
- When the doctor comes into the exam room, he smiles, extends his hand for a handshake and greets my father my name. It’s easy to see that he genuinely enjoys and respects each patient.
- When making a new appointment before we leave, the receptionist thanks us, wishes us a wonderful day, and even writes the new appointment date in very large letters and numbers so my visually-impaired father can actually read it!
And, as a bonus, they play Frank Sinatra music, instead of boring elevator music! That should cause anyone to smile…in fact, I almost got up and did a couple of swing dance steps…right there in the waiting room!
It’s always a pleasure to visit this friendly office. Their office culture and customer service reflects respect for each other and for those they serve.