Regional Manager’s Corner: What’s in a Greeting?

I would like for us to focus on something that is important, and not a surprise to all, but may lead to the difference on why patients enjoy the experience we provide daily in each TSO Network office.

Last year at our Optical Boot Camp, speaker Mark Hinton spoke to establishing the use of a patient’s preferred name during their visit to your practice. He encouraged us to use their preferred name often while interacting with patients during the examination and when we present products and services.

How do we get to that point? Providing patients a comfort- able environment in which they can establish trust to then exchange information is key and that begins with how they are greeted when they walk into our offices.

We all agree that you only get one chance to make that first impression, so lets examine our daily procedures. Upon entering your office, do we sincerely acknowledge the arrival of our patients?

Many times we may be assisting another patient on the telephone, checking in other patients at front the desk or dispensing a pair of eyeglasses. It is important that with each greeting, we make the patient feel important and valued as they chose your TSO Network office to care for the health of their eyes, and in many cases, their families as well.

By acknowledging and engaging our patients with sin- cerity, we can begin building trust that will lead to using returning patients preferred name with enthusiasm and without hesitation. Let’s speak to this daily and positively reinforce the examples of behaviors we expect.

So, what’s in a greeting? Everything! I am excited to have the opportunity to serve you and provide insights as we establish these trusts with our patients. I look forward to working closely with you soon.

Steve Coronado