Front Desk: Changing up Your Office for Positive First Impressions

According to the American Association of Naturopathic Physicians (AANP), the front desk should be considered the “profit center” of every business. The front desk can create a positive first impression, improve customer satisfaction, and increase profits as it gains loyal clients. Below explains different ways to ensure your customers receive a better first impression of your office.

Aesthetically Pleasing
Offices are understandably busy. However, an untidy office with worn out magazines and tacky wall art will undoubtedly create a bad impression. Additional lighting, colorful plants, and a play section for children are all excellent ways to improve the waiting room. Be sure to include professionally made signage that provides appropriate directions and policy explanations. Consider consulting with an interior designer to ensure your office has the right sights, sounds, and even smells. If you are really committed to creating a comfortable atmosphere, consider consulting with a Feng Shui professional. Understand that clients can often arrive nervous or stressed. A comfortable office environment is critical for a pleasant experience.

Interpersonally Pleasing
An aesthetically pleasing office is of no use without a pleasant, upbeat receptionist. The ideal person will be warm, friendly, and helpful. In addition, they must have excellent customer service and problem solving skills. When hiring a receptionist, focus on their social and interpersonal skills. During the interview, consider giving final candidates a tour of the office to see how well they interact with co-workers. Many offices make the mistake of expecting the receptionist to greet customers while also answering the phone and scheduling appointments. Consider having a full-time scheduler make appointments. The receptionist can be a backup if necessary. If possible, providing training to the current receptionist to help them improve their interpersonal and customer service skills.

Continuous Improvement
One of the keys to maintaining a pleasant office is to continually elicit patient feedback through regular surveys. These surveys can be offered in-office or online. As an added bonus, offer a prize or gift certificate to anyone who takes the time to fill one out. This will give the office manager the opportunity to follow up with any reported problems. Many surveys often reveal that patients appreciate the phone or email appointment reminders. Consider using a patient outreach technology like Solutionreach to increase the level of your customer service.

Any office atmosphere can be improved by making positive changes to both the physical environment and the office staff. Always elicit feedback from patients and if possible offer them the benefit of patient outreach technology. Your first impressions is important to gain you new customers and keep your regulars coming back.