Have you ever walked into a place and instantly formed an opinion? Those first few moments can set the tone for your entire experience and this is particularly important in any healthcare setting and particularly in audiology practices. For those with potential hearing loss, the first impression can significantly influence their comfort, trust, and willingness to engage with your practice. Here we explain how to make your patients first impression of your audiology clinic count.
Did you know? It takes 7 seconds to make a first impression…
We are always keen to remind any hearing health care professionals to consider their patients journey; when a patient enters your audiology clinic they will be feeling nervous or uncertain about their hearing issues. What they encounter within the first few moments can either allay their fears or compound their apprehensions. That’s where the power of first impressions comes into play.
From the warm professional greeting at the front desk to the ambiance of the waiting area, every detail contributes to the overall perception a patient forms. These initial moments can sway opinions, impact satisfaction levels, and even affect their decision to seek continued care. It can genuinely make the difference between pursuing their hearing remedy or social isolation and physical and mental decline.
When we meet people for the first time – regardless of the setting – we make quick decisions about them based on their eye contact, appearance, handshake, and verbal and nonverbal cues. This is an involuntary action and can set the tone for the entire interaction, therefore influencing a customer’s perception of your company.
Compiled by our own trainer, Julia Rogers, here are some tips to consider when it comes to making positive first impressions in those first 7 seconds and how to make your patients first impression of your audiology clinic count;
- Professionalism – Always greet the customer with a warm and professional tone. Use their name if you have it available. Remember you have that 7 seconds…
- Positive Attitude – Approach each interaction with a positive attitude and a willingness to help. Customers can sense your attitude through written or spoken words.
- Empathy and Understanding – Show empathy towards the customer’s situation or concern. Show them that you understand their problem and are there to assist.
- Clear Communication – Use clear and concise language to convey information. Avoid using jargon or technical terms that the customer might not understand.
- Active Listening – Pay attention to the customer’s concerns and questions. Ask clarifying questions to ensure you fully understand their needs. Use positive body language to show that you are listening.
- Problem-Solving – If the customer has an issue, demonstrate your commitment to resolving it. Own the problem.
- Personalisation – If possible, tailor your responses to the specific situation or customer.
- Transparency – Always be honest about what you can and cannot do. If there are limitations, explain them clearly to manage customer expectations.
- Consistency – Ensure that your first impression aligns with the rest of the customer journey. Remember that 7 seconds! Consistency in service quality helps build trust and loyalty.
Remember, that first impression is not only about the initial contact; we live in a world of social media so these impressions can also be formed through online reviews and interactions with your brand on social media. By prioritising professionalism, empathy, clear communication, and problem-solving skills, you can create positive first impressions that lead to better customer relationships and enhanced brand reputation.
Those 7 seconds is a crucial time; be mindful that this first impression may be an involuntary action, but by following some of the hints and tips in customer care you can help change that initial perception.
Our Front of House/ Receptionist Course – delivered by Julia – is very popular with fantastic feedback. It’s a fun interactive day designed to give your Front of House staff the confidence to provide that perfect client-centric experience, combining core customer service skills with basic audiological knowledge to support your client’s needs. We help you make sure those 7 seconds count!