First Impressions Policy

First impressions are made within the first 20-30 seconds of engaging with a business. As such we must always create positive first impressions through friendliness, positivity, warmth and professionalism in our Reception area.

All team members are to adhere to this policy, ensuring anyone who enters the building is warmly greeted within 20-30 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:

• Ensure the reception and entry area is clean, tidy and free of clutter.
• 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 20-30 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 30 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 Goldfields Physio. 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?”