- help desks that seem to shrug their shoulders on issues, "Yeah, that problem happens on occasion. Oh well. Not much we can do."
- retail stores whose on-line stock check shows there are several items in stock but when you get there, they don't have any.
- automated reminders that it's time for another visit - phone reminders that call you incessantly until you have to lose your temper with them to have your number removed.
- Costco's "everyone's a potential shoplifter" policy that creates lineups at the exit while someone with a highlighter goes through your stuff to make sure you didn't take more than on your receipt.
"Do you have an appointment?" is a question that shows a lack of initiative. Of course I have an appointment. Otherwise I would say that I don't have an appointment and ask if the doctor can see me today? How hard is it to look at a schedule of appointments and match my name with an appointment on or about the same time?
Here's the rub though: if you do have an appointment, it's because you made an appointment (called in and actually spoke to someone), then had the doctor's office call you back a day in advance to re-confirm your appointment asking you to show up a few minutes early and then when you do finally show up for your scheduled appointment, you get asked, "Do you have an appointment?"
Hotels process more guests an a daily basis than the average doctors office, or chiropractor or dentist. So how come they don't ask if I have a reservation? Remember, we're talking about good hotels here - not the ones whose clerks are standing outside the front doors having to butt their smokes when you stand at the front counter. Most people who check into hotels have a reservation otherwise they ask if there are any rooms available. Unless your medical practice is a walk-in clinic, I would suspect most patients have an appointment. Same could be said of dentists. Those without an appointment would probably call ahead in an emergency to see if they could be squeezed in amongst the appointments.
Most people have appointments when they go to see their doctor, dentist, chiropractor, lawyer, accountant, hairdresser and auto mechanic. OK, let me explain that I rarely get asked if I have an appointment when I get to my lawyer, accountant, hairdresser or auto mechanic. They assume that I do or I wouldn't be there. This really just happens in doctor's offices - but there are a lot of organizations who take their lead from treating clients like cattle. They may not necessarily ask if you have an appointment but they do the bare minimum to impress you on your first impression.
Stop thinking of your receptionist as a receptionist. Change your Attitude. That person at the front counter is the Executive Vice President of First Impressions for your company.
Mediocre, apathetic organizations make it difficult to do business and first impressions are lasting impressions. But then, as I've been saying for a while, there's no effort required in being ordinary.
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Attitude w/ ATTITUDE by Kevin Burns - Corporate Attitude/Culture Strategist
Creator of the 90-Day Strategy to Greatness Culture
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