On my way to work this morning, I stopped by at an upscale café for some soy latte. I also ordered some biscotti to go with it and the bill was $7.95. I asked for some extra soy milk in my latte.
There was a new attendant behind the counter. I was informed, rather curtly, that they could only use a certain amount of soy milk for each cup, and that no extra soy milk could be added. I asked her if there was any way they could charge me for it, in an effort to contribute to their already substantial profit margins.
I also mentioned that the attendant prior to her gladly added to my latte all the time. The newbie shrugged, adding that the company was simply reinforcing their policies before announcing “Next!”
It was embarrassing; there were 5 people in line behind me. I was made to lose some of my dignity. The café just lost a customer over a drip of soy milk.
In an economy that is getting more and more competitive, the interaction between staff and customer is as important as the one between therapist and patient. A clinic must focus on what the patient wants, not what is best for the clinic. Cash based fitness programs represent one way to give the patient what he / she wants.
The right kind of communication between staff and patient can set the tone for your clinic. Just as bedside manners are important for doctors, communication skills combined with a vibrant personality are core competencies for a receptionist.
