First 20 Seconds Policy
First impressions are made within the first 20 seconds of meeting someone.
All team members are to adhere to this policy, ensuring anyone who enters the building is warmly greeted within 20 seconds.
Many people will make assumptions about their dealings with a business based on how well they are received initially. They are more likely to commit to ongoing care if we show we genuinely care about them.
When someone enters the clinic we greet them by name right away.
If we don't know who it is ask for their name and help them with whatever it is they need.
As soon as someone enters the clinic they are to be warmly greeted with eye contact and a friendly gesture within 20 seconds.
Be warm when welcoming clients to the clinic they want to feel comfortable and at ease, some new clients may be nervous.
If preoccupied on the phone you may choose to do either of the following:
-Put the caller on hold to acknowledge the client within 20 seconds
-Acknowledge the client with eye contact, smile and a gesture to invite them to take a seat.
Welcome:
“Hi and welcome to Effect Exercise Physiology. I’m glad you made it here ok.”
Acknowledgement:
“Please take a seat Jack or Connor or new ep won't be long"
Engagement:
“Have you had a good day so far today? what have you been up to today?”