Work on the Welcome

The most important thing prospects want when they deal with you is to be made to feel welcome.

Getting that right shouldn’t be left to luck or individual intelligence. You have to create a script of what the team say and do when a client walks in the door. Write down the words and actions.

For example, catch the client’s eye, nod, smile broadly, shake hands and say, “Good morning! Welcome to The Park Veterinary Clinic, we’ve been expecting you and Fido.”

And have smile checks too. Some people are worried that smiling will crack their face. You may need to coach the team on how to smile.

Once you’ve got it right for walk ins, you can ponder how the team can make people feel welcome when they phone you, visit your web site or email you.