Enhancing Client Communication | 3 Strategies for Success
Updated: Jan 17
When we communicate, the words that come out of our mouths significantly impact how interaction is perceived. The right choice can build lifelong connections with clients and strengthen relationships between Doctors, their clients, and patients.
Some brands are all about the “You’re welcome!” Others go one step further and make sure their employees respond with just one word: “It’s my pleasure.” By adopting such a response from companies like Chick-fil-A you can stand out in your industry.
A more professional yet friendly and engaging communication style can be achieved by adopting a personal tone. Your team members should speak in complete sentences, rather than using short fragments of speech or mumbling to convey their message, as this will make it easier for clients to understand them. When a client books their follow-up appointment, your employee could say something like: “I’d be happy to take care of it for you. It was so great seeing you today!”
Unlike in-person, short communications are discouraged on the phone because they can come across as less warm and friendly. So instead of saying something like “please hold,” try expressing your thanks by telling them, “I’d be grateful if we could put you on brief pause.” This may seem like just an insignificant change, but trust us – over time, these small changes will make a world of difference.
It’s been said a million times that first impressions are critical. We believe last impressions shouldn’t be overlooked and can have just as much an impact on how clients feel about their experience with your business, especially in this digital age when people form opinions online within seconds of interacting with someone else. As such, you need to focus heavily on making sure staff members use good communication skills while interacting with customers, so that every interaction yields positive results!
The tone of voice you use on the phone should reflect your business’ personality and values. An excellent way to do this is with three words: warmth, kindness, and professionalism! You can always tell when someone has been greeted by name or told they’re loved — it feels welcoming like their needs are important too. A client might be more willing than ever before talk about what they need because people feel cared for in these instances after just one interaction- which means happier customers all around!”
When it comes time to check out and pay for the visit, team members should be trained to focus more on patient advocacy than just financial aspects. That means rather than starting with “you owe” or talking about how much is owed on an invoice at point-blank range (which can come across as pushy), instead provide a summary of what was discussed during your stay—this will make them feel like they’re valued even if there are extra costs associated that day due from things like medications needed but not covered by insurance.
Don’t forget that the closing statement is just as important as the greeting as it leaves a lasting impression of the overall services.
Thanks for coming in today, Mrs. Jones! We hope that our services meet all of your needs.”
“It was great seeing you again; please don’t hesitate to give us a call if anything comes up before your next appointment.”
You might be surprised to learn that one of the simplest yet most impactful ways a person can improve their communication skills is by avoiding negative statements and phrases. Additionally, it’s also possible for you to create an environment that will make clients feel better about what they are doing to solve any problems or issues easier!
How about giving your clients more options? Our next available appointment with Dr. Luis is tomorrow at 9 am, or we have a 2 pm if that works better for you.
Here are a few other ways to spin a potential negative answer into a more positive response:
“I’m happy to look into that for you.”
“Here’s what we can do for you.”
“While we were unable to … we were able to ….”
“Let me check to see what other options are available for you.”
Changing front desk communication habits takes time, commitment, and buy-in from your team. Those who are willing to make an effort will ultimately be rewarded with a more positive client experience which translates into higher retention numbers for you and better bottom lines! If you find it challenging to train your team in these habits maybe try a different approach. Contact ConciergeElite.com #boostyourfrontdesk for your remote front desk solution.