Updated: Aug 6, 2018
Companies across the globe are getting back to basics and reemphasizing the importance of greeting their customers properly.
Learn the steps that many Fortune 500 companies are taking to set the tone and expectation for the ultimate customer/patient experience!
The ULTIMATE Fortune 500 greeting that makes your patients feel welcome.
It’s been said countless times that the bread can make or brake someone’s dining experience. Now, I know that sounds like an odd way to start a chiropractic marketing article, however, keep reading and it will certainly make sense and help you to give patients a better experience and ultimately make you more money.
Now, where was I? As consumers, do we really care that much about bread. The answer, unless you are a baker or a dedicated “foodie”, is NO!
So the question is why do the research experts put so much emphasis on the bread when evaluating a restaurant? The reason is because the bread represents the first impression of the restaurant.
Researchers have discovered that if the bread is good then the patron associates the experience as a positive one, even if the rest of the meal was not as memorable. That initial impression is perceived as more valuable when forming an opinion about the whole restaurant going experience.
This restaurant phenomenon is being recognized by major companies such as Apple, Starbucks, Zappos, Ritz-Carlton and more who are adopting procedures to create that “Bread” opportunity.
Knowing this, how do we, as chiropractors, leverage this marketing opportunity to create a positive experience for our patients and give them with that warm and fuzzy feeling within our office?
The solution that many major companies are moving towards is to create and experience for them that they will not get anywhere else.
There was an article written by Forbes that was titled: “The Single Simplest Way To Radically Improve Your Customer's Experience.”
It is a great read but, to save you time, the takeaway was that that biggest thing you can do to increase your future sales and customer loyalty was to properly greet your customer/patients each and every time they come into your office.
This may require a few minutes of training on your staff’s part but it may be well worth the effort to do.
As I researched Fortune 500 protocols for their specific greeting approach here is the most common attributes that I found:
1. Stop what you are doing and acknowledge them.
3. Use their name
4. Build rapport. (Ex: Ask a question or offer a compliment)
5. Invite them in to your office
6. Provide them with a complementary service.
An example of what this would sound like with a new patient would be:
a. “Hi, you must be Mrs. Jones, Welcome to our office. Did you find us ok? I’m going to have you sign in here and then I’ll let Dr. Memmo know you are here. Can I get you a bottle of water or something to read while you are waiting?
An example of what this would sound like with an existing patient would be:
a. “Hi Mrs. Jones, you look nice today. Please sign in here and Dr. Memmo will be right with you. Can I get you a bottle of water or something to read while you are waiting?
b. “Good Morning Mrs. Jones, How was your vacation? Please sign in here and Dr. Memmo will be right with you. Can I get you a bottle of water or something to read while you are waiting?
Again, this may seem obvious and simple but during the course of a busy day it is easily overlooked and forgotten.
I often associate the “lazy, late afternoon” front desk greeting with a musician who plays their “hit song” every night. I’m sure as an artist or band you get tired of playing the same songs over and over. However, as a listener who is coming to your concert to hear that song live for the first time, it can make their whole concert going experience!
I often associate the “lazy, late afternoon” front desk greeting with a musician who plays their “hit song” every night. I’m sure as an artist or band you get tired of playing the same songs over and over. However, as a listener who is coming to your concert to hear that song live for the first time, it can make their whole concert going experience! -Dr. Memmo
THE TAKEAWAY: Give your patients a STELLAR greeting each and every time that they enter into your office. There are plenty of other chiropractors in your area that would love to treat that patient but they chose your office. Give each patient the time, respect and attention that they deserve and it will go a long way for both the patient and your office!