Smiling may be underestimated as one of the most powerful human gestures. It not only makes you feel good, but it has the ability to make others feel good as well. It can create an instant connection between people and truly has the ability to change a person’s day. It is one of the simplest acts of kindness and has extraordinary potential for a positive impact.
As Client Care Representatives, we often take that for granted. We get consumed with phones ringing off the hook and with the line of clients in the lobby, and, at some point, the immediate focus of our goals shift. Subconsciously, it becomes more about completing each transaction without making an error rather than about creating an experience for each of our clients. Imagine what your day would be like if every client encounter started with a smile. It would be pretty awesome…you wouldn’t have to worry about whether or not a client was upset or volatile. You wouldn’t have to feel like you were always walking on eggshells, or afraid of making a mistake because you’re frazzled. You could feel more relaxed, and as a result truly try to make a real connection with each client.
Wouldn’t it be amazing if you had the ability to impact nearly every client encounter with a shared smile? Guess what? You DO!
Here are some suggestions for easy ways to make clients smile, but don’t just limit it to clients. Try to make your coworkers smile too. Take on “The Smile Challenge” and see how quickly you can make each client or coworker smile. If you can’t get everyone to smile at first, don’t get discouraged! Some people are slow to show emotions or may be having a bad day. However, remember “misery loves company,” so don’t fall into that trap. Continue to smile and to be kind, and who knows…the next time you see that person, you may actually find that you have a breakthrough and get a smile in return:)
Ways to make a client smile:
1. Simply smile at the client first.
2. Provide a compliment or talk about something that you both can appreciate.
3. Greet the client at the door and open the door before he/she is able to open it on their own.
4. Greet the client and the pet by name as soon as they walk in, and if you don’t know their name, introduce yourself and ask their name.
5. Ask the client how they are doing or ask about their day.
6. Walk the client all of the way out to their car following their visit.
7. Take the opportunity to tell the client “thank you” for their loyalty to the practice.
Ways to make a coworker smile:
1. Praise a coworker for a job well done.
2. Offer to take over a task for a coworker if you are all caught up.
3. Lend a hand if a coworker is struggling with a task or overwhelmed with too many tasks.
4. Try to learn about a coworker by asking them what they like to do with their free time.
5. Invite a coworker to lunch.
6. Be playful at work: tell a joke, sing a song, or quote a movie.
7. Leave a “thank you” note for a coworker telling them something that you appreciate about them.
Melinda Dwyer is the HTC Events Coordinator and Client Care Coach. She has more than 10 years of client service experience in the veterinary, and other service care fields.