"Professionals often fail to convey to their clients that they are important, or that the clients' viewsand opinions are important. To overcome this, professionals should have an initial consultation formthat solicits the names of the client's spouse and children, his or her interests, etc. This lets you knowsomething about the client so you can make him or her feel important.
After the visit, you or your assistant should telephone to inquire how he or she is doing. Did thetechnique or medicine work well? Indicate that you are always available if they have any questions.
Sending Christmas and birthday cards or notes with a personal touch makes people feel important. Itis vital not to drop patients once their problem is resolved.
Doctors and dentists especially need to pay attention to their waiting areas. Often the magazinesare worn and out of date. Professionals should maintain a high tone by making new publicationsavailable on a rack or table. It would be even nicer if the receptionist kept some magazines at thedesk, handing them to the patient when she or he signed in.
The receptionist should be warm, inviting and friendly. He or she should know something about thepatient and be able to converse in a meaningful way. If the doctor is running late, the receptionistshould announce, "The doctor is running a little late. Do you have an errand you need to run, or doyou need to use the phone to call anyone?""