A visit to the Doctor's office last week for a physical has had me thinking about customer service and making your clients feel welcome. Fortunately, I don't see a physician frequently due to having good health.
I signed the attendance sheet and the lady behind the glass wall managed to say "Good Morning."
Sitting alone in the waiting area, I couldn't help noticing the signage in the office:
- "Patients must sign in"
- "No Food or Drink Allowed"
- "No cell phones allowed"
- "Payment expected at time of service"
- "$ 25.00 appt. cancellation fee"
- "$ 15.00 bad check fee"
"$ 10.00 Fee for filling out forms"
I searched for the WELCOME to OUR PRACTICE sign and couldn't find it. It must have been at the sign shop being touched up.
Does the signage at your business read like my medical group's? I 
don't mind knowing what the rules are, but I'd like to know you want me as a client first.
My group doctor at 9:00 A.M. had the energy of a slug and must have been on the waiting list for a personality transplant for a considerable amount of time. Had he found the time to say goodbye to me following an EKG, I would have attempted to tolerate his dull demeanor. But, luckily he didn't and making the call today to get on the waiting list of a doctor who "gets it" will be satisfying for me.
Please don't create reasons for your clients to feel unwelcome at your business. It's expensive to keep finding new clients to replace those who leave because they think you don't want their patronage.
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