by Dacia Adamczyk
&
by Stephanie DiIullo
The front desk associate can be thought of as the “ quarterback ” of the office […]
Understanding how small improvements in each interaction can influence the total experience is essential for creating client satisfaction and loyalty . The client experience can be defined as “ the sum of all interactions , shaped by an organization ’ s culture , that influence patient perceptions along the continuum of care .” 1 Each interaction in the practice experience is essential to client satisfaction and loyalty ; therefore , the practice and client experience is a team effort . From the moment they walk in the door to the moment they leave ; every interaction will shape their perception of your office . “ The ultimate goal is to give someone the impression that it ’ s not only okay for the other person to get close to you , but that it would be well worth their time .” 2 It takes participation from the entire team to create a spectacular client experience during every step , including check in , consultation , treatment , and check out .
First Impressions for Reception and Front Desk .
First impressions are made within seconds , making check-in and reception the first important interaction your client will have when walking through your doors . Sensorial experiences such as lighting , appearance and cleanliness , and scents and sounds will have an immediate impact on a client ’ s first impression , so take these into consideration when curating your practice ’ s aesthetic . The front desk associate should also add a degree of professionalism and warmth to create an inviting atmosphere . The front desk associate can be thought of as the “ quarterback ” of the office , responsible for directing the flow of the entire practice . From answering the phone and booking appointments to de-escalating customer conflicts , the front desk is responsible for many behind-the-scenes tasks that ensure everything runs smoothly .
Some tips for front desk associates that guarantee a top-notch experience include the following :
Greet everyone with a friendly smile , offer great customer service , and be available to the client for their needs .
Acknowledge every client as soon as they step through the front door . If there is a line of people waiting to get checked in , acknowledge them and let them know you will be with them shortly . Saying this out loud will let the other office staff know that there are people waiting , and if they are free , they can hear this cue and jump in to help .
If the client lets you know any important details when they check-in , it ’ s important to relay the message back to the providers . For example , the client might let you know that they are nervous and tend to pass out with injections . Discreetly let the provider know so they can be prepared with snacks and water and monitor them during and after the treatment . A smooth transaction where everything is communicated properly ensures that the client is fully taken care of .
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