All of the conversation seems to be fine. And that’s the problem. It all seems OK …
And that may be good enough for some practices. But if you are looking for a simple way to create a more pleasurable experience for every one of your patients, I’ve got an easy fix. Let’s start with the problem … one that you may not know you have.
It’s the slang of the language … usually on the street when younger people add on ‘nom sain’ to the end of a sentence. [BTW: ‘nom sain’ in English = “do you know what I am saying”] OK, OK, this is a lot more street talk.
The worst in the dental office? When a patient requests something and the staff member says … “not a problem.” Or worse yet – when a patient has a compliment or says something nice … and instead of saying “thank you”, the staff member comes back with … “not a problem.”
What are we really saying? “Don’t worry about it, ma’am, I didn’t go out of my way anyway. Not a problem.” Sure, that’s stretching it, but my point is this ...
Even if your response is the more standard “you’re welcome”, it’s still a very basic and lackluster response to another human … another who is expressing gratitude.
You’ll find a better response at the Four Seasons Hotel or at Chick-Fil-A … because it is part of their training. It’s required. It’s required because it acknowledges another person’s request or compliment with gratitude.
The response is … “my pleasure” … or … “certainly”.
Does it make a difference? Go to lunch at the Four Seasons … or go through the drive thru at Chick-Fil-A and hear it for yourself. It just makes you feel better about doing business with them.