Optometric Management Tip # 344   -   Wednesday, September 03, 2008
The Front Desk

Continuing with our analysis of the major influence points in your practice, let's consider the initial greeting received by a typical patient who visits your office. This is obviously a very important interaction because it sets the tone for the visit. Handle this well and the patient relaxes and feels confident in your practice. Handle it poorly and you may have to spend the rest of the visit trying to overcome a bad initial impression.

The front desk greeting procedure can easily change over time so it's a good idea to monitor what is really happening in your office lately. Observe the interaction from the patient's point of view, especially during busy times and when you are short on staff. Are you sending a message that really represents your practice the way you want?

Here are a few issues that I've seen that can make or break the front desk experience.
Best wishes for continued success,

Neil B. Gailmard, OD, MBA, FAAO
Chief Optometric Editor, Optometric Management