TSO Network Update - September 2017

September 2017 l 15 Practice Management How we say “You are welcome”matters There are lots of different ways to say thank you. Gracias, Danka or Merci. But how do we say you’re welcome? Does it really matter? In Spanish, people say “de nada,” or, “it’s nothing.” In English, a common response is “no problem,” or “any time.” In Australia, it’s “no worries.” Can you think of any retailer or restaurant that does a good job of saying you’re welcome? If you have eaten at a Chick-fil-A restaurant you probably notice that they always respond to thank you with ‘My Pleasure”. The fact that there are those people reading this who notices proves the point that how we say you’re welcome does matter. A common response to thank you can be “no problem”. Was there a problem with me saying thank you? You’re welcome is defined as a polite response. No problem is not polite. Many people (myself included) find the response rude when used in the service industry. In the Medical industry it is imperative that we understand our patient’s problems and confirm when resolved. Imagine saying to a Doctor “Thank you for saving the life of my child” and the Doctor responds, “No big deal”. How does that make you feel? Consider using phrases like: My Pleasure I’m glad I could help you. I enjoyed meeting you Or just, you’re welcome. By the way, the correct situation to use “no problem is as a polite response to an apology. “Sorry I’m late for my appointment”, “No problem”. Each month we ask one of the Practice Consultants to write an article on a subject they select to be important based on their work with offices in their region. This article has been printed as written by the author. Practice Consultants CORNER — John Soper NOW AVAILABLE IN eSTORE Promote the TSO culture with your office team by displaying the new Vision, Mission, Values poster in your break room or common staff areas. Not intended for promoting to patients but reinforcing what makes TSO’s culture special. Posters are 24” x 36” and you only pay shipping.