Declaw your service strategy

My husband's cat, Chelsea, is a gorgeous creature. She has long, silky fur you'd just love to sink your fingers into. She's also got a look in her round, yellow eyes that says, "Don't even try it buster." Like a Venus fly trap, she lures in our defenseless friends who can't resist the idea of sneaking in just one pet. She's eager to respond with a warning growl and a quick swipe that clearly says, "back off!"

Portia Stewart

Our dog, Sebastian, couldn't be more different. Every knock at the door must be a visitor who's coming particularly to see him. But some people are intimidated by his size, so he doesn't always get the warm reception he deserves. While Chelsea gives the impression that she's the softest, sweetest little kitty you'll ever meet, Sebastian sometimes strikes visitors as a big bad dog who just might bite. Do you send these kind of mixed messages to clients? Should that friendly looking welcome mat in front of your practice door really read "go away?" As practice manager, Brian Conrad explains in his article, clients notice the little things we do, like flipping the closed sign the minute the clock strikes the hour. And they might get the idea they're not welcome anymore. I know I've been guilty of the same thing. It's easy for your mind to drift during that last call of the day to what's for dinner or your plans for the weekend. There's an easy solution, too. With a little self-evaluation, you can often identify solutions to any of the things you do that might give clients the wrong idea. Maybe you could start taking notes during your last call of the day to help you stay tuned in to clients, or perhaps you could write a checklist of questions to keep you focused.Clients notice when you make the extra effort. And when you exceed their expectations it generates a lot of good will. That's often when they pay you the highest compliment by telling their family and friends about your great service.

Portia Stewart, Editor

firstline@advanstar.com