“Hang on.”“Uh huh.”
“I don’t know.”
Some words spoken by a professional, especially when accompanied by negative body language, can significantly and negatively impact your clients’ impressions of your practice. That’s why setting standards of communication in your practice that your entire staff—from the team at the front desk to the assistants and technicians to the doctors—should adhere to can help your current and potential clients have consistent, positive experiences every time they call or walk into your practice.
Use positive body language
Improve the interactions your team has with each other and with clients. Train them to use positive body language, such as:
- Good eye contact
- Leaning slighting toward the colleague or client
- Standing or sitting up straight
- Using animated body language
Negative body language can make others feel you are closed off, unreceptive, suspicious, or lacking confidence or interest. Some negative body language you and your team should avoid includes:
- Folding arms across the chest
- Putting hands in front of the face or mouth
- Leaning back in a chair or against the wall
- Shrugging shoulders
Use words of elegance
Elevate your team’s influence and instill confidence with clients by training your team to always use words of elegance.
|INSTEAD OF THIS:||SAY THIS:|
|What’s up?||How may I help you?|
|Hang on||May I place you on hold?|
|Your pet needs shots||Fido is due for his vaccinations|
|No problem||Thank you|
|I’m going to take your pet to the back||May I take Fido to the treatment area?|
Well-known research by Albert Mehrabian indicated that in face-to-face communication, words (the literal meaning) account for 7 percent of the overall message, tone of voice (how the words are said) accounts for 38 percent of the overall message, and body language accounts for 55 percent of the overall message. With such a large percentage of face-to-face communication being interpreted through tone and body language, what kind of impression does your team leave on clients? How does your team communicate with each other?
Learn more about setting standards of communication in your practice so you can leave a positive taste in the mouths of every client who calls or comes in for an appointment.