The woman ahead of me in line moved forward and Amy began scanning her groceries without acknowledging her and while continuing her conversation with the previous customer. The woman paid in cash and Amy gave her change without even looking at her and continuing her conversation. The woman looked at Amy and said loudly, "Thanks a lot!" She then rolled her eyes and walked out of the store. Amy though didn't even notice as she was still speaking with her friend.
I had the same experience as the woman ahead of me in line. I paid without ever being acknowledged by Amy. By the time I left Amy's line she was still complaining about the softball coach with her friend.
In our dental offices, every patient that walks through the door deserves to be greeted and acknowledged. Many patients are nervous about dental appointments. A dental team member's smile and conversation could be the difference between a patient not returning to your office and referring their family and friends. There are many more dental offices than grocery stores to choose from. This makes service excellence so important in a dental office.
Action Plan: Regardless of what is happening at the moment, smile and acknowledge every patient that walks through the door. Small talk is important to nuturing relationships.