(by Kelly Duggan, RDH, AICI CIC )

You know that it’s critical to set the stage for superb patient care with a solid first impression. You probably also know that you only get one chance (of around 15 seconds) to create a positive first impression. Do you have a “director of first impressions” established in your office — someone with a friendly, cheery disposition to welcome those who enter your dental practice?

Your front desk is home base for first impressions, so your staff who work there need to have both administrative and people skills. Fair or not, to your patients a welcoming and helpful front desk indicates excellent clinical care.

There are touch points that occur before and after initial encounters. I call them your “extended touch points.” How do you use these points to shape how your patients view your practice?

Extended Touch Points

• Your Website – Use a friendly “someone” from your front desk as your introductory presence on the Internet. Pay particular attention to the “About Us” page.
• Office Communications – These may include phone calls, emails, texts and snail mail reminders. All should demonstrate excellent communication skills in a welcoming tone.
• In-Person Office Welcome – This includes a polished appearance, eye contact, a friendly smile and a “Hello.” Use a head nod or wave to acknowledge a visitor if you can’t speak with them immediately.
• Physical Office/Front Desk Area – Have a warm, welcoming physical environment that makes it easy to communicate.
• Hand-Offs – A simple “XXX will be with you momentarily” lets patients know they haven’t been forgotten, especially if there’s a delay.

Are there other first-impression and extended touch points to consider? Remember, you’re trying to create long-lasting positive feelings that keep your patients coming back and referring others.

Originally featured on LinkedIn

Written by Kelly Duggan, RDH, AICI CIC