Doctor, Please Don't Tolerate Rude Front Desk Staff

Earlier this week, I published an excerpt from my upcoming book “The 7 Essentials of Profitable Eye Care” in an article on LinkedIn.  I hoped people would read it, but I couldn’t have expected this much response. 
 
It is entitled, “Doctor, Don’t Tolerate Rude Front Desk Employees”.  In less than 48 hours, nearly 1,000 people have read it.
 
I’ve included it below because patients want their doctors to listen.  Take heed of the needs and desires of your patients.  Listen.  Serve.  Grow.  Profit.
 
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I will not shop at, browse, walk through, or basically go into any store that has rude staff.
 
Very few people will.
 
I bet you don’t either.
 
And the businesses that have staff that are rude won’t last long.  They will go out of business eventually.
 
Knowing this to be true, ask yourself these things:
 
Do you have a friendly staff?
I mean, do you have a really friendly staff?
Are you putting up with average staff?
And the tough one:  Do you have staff you just need to fire?
 
Listen, you may have incredibly loyal patients.  They have been with you for years.  You may have patients continuously walking through the door.  But do you really think they are going to keep coming back if your front desk is not friendly? 
 
And you may have incredibly loyal employees, but the day and age of tolerance for poor customer care has gone.  You will eventually have to choose between your staff and the growth of your practice.
 
Don’t accept anything but the highest customer care.  Don’t communicate anything other than the highest standard.
 
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So there it is.  Not a lot of words, but patients and professionals resonated.  Ask yourself, “Do you have a phenomenal front desk staff?”  If not, why not?
 
Tips to find, train, and keep phenomenal front desk, as well as other types of resources, can be found in our Prosight Success System.  Check it out, and let us know how we can help further.
 
Gordon Duncan
ProSight Success System