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.

Purpose:

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.

Expectations:

Stop what you are doing:

As soon as someone enters the clinic they are to be warmly greeted with eye contact and a friendly gesture within 20 seconds.

If preoccupied on the phone you may choose to do either of the following:

• 1. Put the caller on hold to acknowledge the client within 20 seconds

  2. Acknowledge the client with eye contact, smile and a gesture to invite them to take a seat.

What to say:

Welcome:

“Hi and welcome to Rebound. I’m glad you made it here ok.”

Acknowledgement:

“Please take a seat and I will let [the practitioner] know you are here”

Engagement:

“Have you had a good day so far today?”