Making Your Customer Feel Welcomed

As part of an annual checkup, I recently went to the outpatient section of a local hospital for some routine tests. Hospitals are not my favorite places and I was not looking forward to spending time there.

Because I teach customer service, I am always critical of the service I receive at any business – in person or on the phone. Thinking about my experience that day, I realized what this hospital had done to make my visit pleasant.

They practiced what we all need to remember as part of providing excellent customer service:

1. Create an inviting environment. Make sure that you’re creating a positive first impression. Does what your customers notice immediately upon walking through your door deliver the message you want to send, and does it make them glad they’re there?

The reception and waiting areas were light, airy, comfortable, clean and fresh smelling. Instead of the smell of disinfectant or other unpleasant odors, there was a lovely, subtle vanilla smell. Warm soothing colors, interesting artwork, and a garden of native plants which could be seen through a wall of windows created a calming effect. Instead of the stereotypical molded plastic chairs and 20-year old furniture, there were modern, padded and very comfortable chairs.

Look around with a critical eye and see if you’re sending the right message.

2. Let your customers know you’re glad they’re doing business with you.

The staff members were extremely courteous and friendly. They immediately acknowledged me when I walked in; they smiled; and they introduced themselves by name. Everyone was pleasant. If they were having a bad day, they didn’t let it show. They introduced themselves to me. They took the time to think about my needs. I felt like they really cared about me.

Focus on your customer or patient. Stop your personal conversations. The customer is paying your salary and deserves your attention. Thank them for doing business with you and invite them back.

3. Proactively anticipate your customers’ needs.
Instead of hearing my name yelled out when it was my turn, the staff gave me a pager with flashing red lights and a buzzer. It allowed me to bury my nose in a book and not worry about missing my turn.

Put yourself in their shoes and think about what you would want if you walked in for the first (or the tenth) time. Anticipate their questions and concerns, and offer to help.

These seem like such obvious things, but more often than not businesses forget or overlook some of these necessary customer service practices. In tough times like these, every business must do as much as possible to provide exceptional customer service. That’s what will distinguish your business from every other business and will build loyalty among your customers, clients and patients.

As I discovered last week, Banner Good Samaritan Hospital in Phoenix stands out not only for their medical expertise, but also for their culture which focuses on providing outstanding customer service. Make sure your company is doing the same.