People Are Looking Article originally from July 28th, 2017 FPC Newsletter
Written by Danielle Chandler
People are looking for different, be Different!!!
I will never forget, on one Sunday morning, I was attending a rather large church, as a guest, I’ll be honest it was huge! Now, I was used to large churches, I grew up in one but this one was the largest I had attended. What struck me, made a huge impact on me and how I treat others was a small gesture. After the service, the pastor’s wife came up to me and said, “you must be new, I haven’t seen your smiling face before.” She was kind and very authoritative when she said it. I believed her. I kept thinking she must know each and every face to be so certain, that’s impressive.
Do your practice members feel impressed by you and your team? So many times, when I coach on the ROF I see an underlying of small things that add up. As a society we are underwhelmed by customer service, it’s almost non-existent. While the Report of Findings itself is a huge step in this process, it is still only one step. Is the person at the front desk standing to greet a new patient and even taking the time to come around, from behind the desk and give a hug or a handshake or offer a drink? Does your practice member feel valued or even loved from the beginning? Is the person on the phone pre-occupied by things in front of them or are they giving that lead 100% of their focus and attention? I know this can be a lot to ask, I was in a clinic but I also know that with the right attitude, this can easily be done. This attitude of service, asking yourself how can I make this persons life a little better right now?
Even in the ROF you should have a mindset of service, because truly it is what people are looking for. How does service apply to the ROF you are probably thinking? It applies as a base for your attitude, your mindset and your physicality.
How many times have you seen the marketing for a clinic “ The clinic that cares”? They understand this principle, that people are looking for a feeling of being cared for. Then they fall short of that statement because you still go in and sign in, no one recognizes you, you wait forever and then you see a provider who is typing in notes in their laptop the whole time and you just want to scream “look at me! How are you going to treat me, when you don’t even take the time to look up!” As a patient it’s infuriating. What if, the patient came in and they were recognized (from the talk) they were comforted and thanked for being there and in the ROF, they were listened to, they were heard and understood. This is the attitude that is so important to adopt. I will really listen; I will create an emotional connection for this person, so that they may know that I am the best person to guide them to their health goals
If you have ever purchased something and thought, “Man, I was sold” it can be an uncomfortable feeling, believing that you were persuaded into taking an action when you weren’t ready. However if you were guided toward a goal (whether that goal was a fit body or a new car) then you become proud of your actions and even excited to tell others about it. When we adopt an attitude of service “how can I help this person achieve their goals” we no longer have a mindset of I have to “sell” them on the program but of “I can be their guide to help them achieve their health goals” it makes this controlled conversation we have during the ROF so much more pleasant.
Finally let’s ponder how service can translate physically. Have you ever been in a situation where someone enters the room and the whole vibe is thrown off? Like they bring this physical discomfort with them? Sometimes we may not even be aware the effect we have on others when our mindset and attitude is in the wrong place and it translates physically. This is one reason we coach to block time in the schedule to prepare for your ROF. You have to reset and come back to your purpose; the reason you chose to change lives, to really be a servant. You made that choice long ago or maybe for some not so long but you have worked hard, learned much more than you dreamed and fought to be here. You are a servant of health and healing, so remember that and walk that walk. It’s not about you; it’s about you being their guide to a better life. Walk in that room with the authority that you know best because you do but also walk in that room with the physicality of someone who is ready to serve. By being different you will be what that person is looking for.