Client care is the art of personalization. The art of treating people like people. People with names and stories. People who deserve to be treated with common courtesy and respect.
A phone call to your office isn’t just a phone call. It’s the act of a person reaching out to you for help.
Go back to the receptionist scenario. You dial your doctor’s office. Ring, ring… “Doctor’s office.” Doctor’s office?? You can’t be more specific than that? Wait, which doctor? Have I called the right office? How many doctors are there in that office anyway? Who is this person answering the phone? Is this the same person I talked to about the insurance thing last week? Or do I need to start over with that whole story? Does this person know who I am? Do I know who I am? I’m sinking into existential crisis… .
The truth is, a phone call to your office isn’t just a phone call. It’s the culmination of the effort it takes for a person to reach out to you for help
A disembodied voice on the phone is disorienting and confusing.
Your clients need to know they’re talking to a person. A disembodied voice is disorienting and confusing. Adding the simple detail of the NAME of the person who answers the phone goes a long way toward creating a person-t0-person connection.
How about … ring ring… “Hi, thanks for calling Lifeologie, this is Veronica. How may I help you?” Now you’re talking to a person who has bothered to introduce herself. “Um, I saw Melanie last week? I think it was Thursday. I said I was going to call back and make an appointment? But I’m just now getting back to it, so… should I call her directly? Or… what?” “No problem. I’m Veronica and I’m the office manager and I am happy to take care of that for you! What ‘s your name?”
Common courtesy. Simple. To the point. And free.
Upping your game – a Lifeologie institute Core Values series –
Core value: comfortable client care
by Melanie Wells, LPC, LMFT