Tag Archives: First impressions

Good Medical Manners Equal High Patient Satisfaction

Posted on May 1, 2019 by Lydia Ramsey

Medical manners

Declining reimbursements, increased overhead, patient overload and the rush to litigation are but a few of the reasons to “sweat the small stuff” in the medical arena. If you don’t think you need to pay attention to the details when it comes to making your patients happy as well as healthy, think again. If ever there was a time to mind your medical manners, it’s now.

Good medical manners and proper office etiquette can make a significant difference in how physicians and their staff are viewed by their patients. If patients feel valued by their physicians and have positive interactions with staff, they are more likely to become longtime loyal customers. Yes, patients are customers. If your patients don’t return, it may not be because they have recovered. It may be they went somewhere else where they are treated with consideration.

It stands to reason that a happy patient is a healthier patient. If everyone in a physician’s practice takes the time to make patients feel appreciated, those people on whom you rely to build your practice will come back time and again and will refer others. Kindness, courtesy and respect are the right treatment for all patients. No one is allergic.

Let me suggest ten basic rules of etiquette that can have a positive effect on patient satisfaction and outcomes:

Stop, look and listen. This rule does not simply apply to railroad crossings. While doctors can rarely spare as much time with patients as they once did, the people they treat need not wonder if their doctor is wearing a stop watch or has set an alarm on his Apple watch.
Make eye contact with patients. It is sometimes hard to give the patient your direct attention while managing the requirements of the practice technology. Look at your patients, not the computer. Pay attention to their body language as well as their vital signs. If your computer is positioned so that you have to turn away from the patient, reconfigure its’ placement.
When you ask critical questions, pay attention to the answers. Practice good listening skills like nodding at the person, repeating what you heard and paraphrasing what was said. Don’t interrupt or try to finish someone’s sentence. You might miss valuable information
Practice professional meeting and greeting. From your initial encounter with patients, show warmth and friendliness. Honor people by shaking their hand.
Use the patient’s name immediately. Address people by their title and last name until you receive permission to call them by their first name. While some people prefer informality, others may be offended.
Introduce yourself. That may sound silly, but people shouldn’t have to guess if you are the doctor or another member of the staff.
Let patients know what to expect after you leave the room. What is going to happen next? Who will give follow up instructions?
Pay your attire is important. If you choose to ditch the white coat, your appearance should still be impeccable—neat, clean and pressed.
Know what goes on in your office at all levels. You may not think it is your job to know what your patients experience from the time they walk into your office, but it is. This is no time to make assumptions. Ask for feedback from patients and staff.
Invest time and money in training your employees in the importance of soft skills and customer service. While interpersonal skills may not seem as critical as clinical skills in a physician’s practice, without them there soon may be no patients to treat.

People have choices about where they go for their medical care; you want that to be your office.

Lydia Ramsey is a Savannah-based business etiquette expert, keynote speaker, trainer and author. Contact her at 912-604-0080 or visit her website: LydiaRamsey.com to find out how her presentations and workshops can help you and your employees add the polish that builds profits.

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A Man’s Suit Coat: To Button or Not to Button

Posted on January 24, 2017 by Lydia Ramsey

Elegant businessman buttoning his suit coat.

To button or not to button is the age-old question when it comes to a man’s suit coat. Some men seem to know when to button, when to unbutton and which button to button under which circumstances. Others don’t seem to get it all. Perhaps you’ve noticed.

There is a high profile figure that I have in mind, but like Meryl Streep, I don’t want to name names. This person, who is seen almost daily in public, wears a suit and tie—that’s a good start—but he never has his suit coat buttoned. The example that he sets is not the one to follow. So I am here to set the record straight.

Now I am the first to admit that this is not the most important question you have to ponder, but if you want to show a touch of class and a bit of polish, you should know when to button a man’s suit coat and when to unbutton it.

First, let me give you a bit of history. How did the habit of leaving one button undone even come about? It seems that we have Edward VII to thank for this bit of fashion. That particular monarch was reportedly rather rotund so he found it difficult, if not impossible, to button the bottom button of his jacket or waistcoat. As a result, he got in the habit of leaving the bottom button undone. His subjects, out of respect or fear, followed suit (pardon the pun).

So today here is what we have for rules that govern a man’s suit coat–when it is correct to button or not to button:

When wearing a two-button coat, the top button is always buttoned. The bottom one never.
When wearing a three-button jacket, the middle button is fastened. The top one is optional and the bottom never.
When wearing a single-button coat, the button is always fastened.
When wearing a double-breasted jacket, button all those that have button holes.

Those rules for buttoning apply to when a man’s suit coat when he is standing. When seated, buttons are undone. This is for comfort as well as to keep the jacket from “bunching up” or to keep the bottom button from flying off–should the coat be a tad tight.

Simplified—as if it weren’t simple enough:

The traditional buttoning rule for a three button jacket – sometimes, always, never. That’s top button, middle, and bottom. For a two-button jacket – always, never. Or top button and bottom. And for a one-button jacket – always.

You might be tempted to say, “Who cares about the buttons on a man’s coat?” Well, if you want to be viewed as someone who pays attention to detail, you do. You’d be surprised who notices and what they think about to button or not to button.

For your added amusement, try counting the number of times I have used the word button in this blog. For those who get it right, I will send you a link to my 21 Commandments of Business Etiquette. Simply email me at lydia@lydiaramsey.com with your response and correct email address. Better yet, complete my “Contact Lydia” form to receive your complimentary article.

While you are at it, let me know if you have a particular topic you want me to address or a question you would like answered.

You can find more information on business etiquette and modern manners in my book, Manners That Sell – Adding The PolishThat Builds Profits.

Lydia Ramsey is business etiquette and modern manners expert, keynote speaker, seminar leader and author of Manners That Sell-Adding the Polish That Builds Profits. Based in Savannah, Georgia, she travels across the US and as far away as India and Dubai to work with clients that include universities, corporations, small businesses, associations and non-profit organizations. Her topics range from flip-flops to forks. Visit her website www.lydiaramsey.com for more information about her services and resources.

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Reset Your Business Etiquette Goals for 2013

Posted on July 8, 2013 by Lydia Ramsey

Last week my good friend and technology expert (genius, if the truth be known) Jerry Gitchel posted a blog, which he titled “Fixing to Wait for the 4th of July.” And we did. With rare exceptions, business people everywhere put off their next move until after the holiday week or weekend. The holiday has come and gone. It is now time to get back to work and on with the job.

Since July marks the mid-point of the year, much is being written about assessing your goals for 2013, where you are now, where you want to be by year’s end and what you will do to move forward.

May I suggest at this point that you revisit and reset your business etiquette goals for 2013? You did make some, didn’t you? Since no one is checking, it’s not too late to jot some down to get you to the end of the year. Only you and your banker will see the difference.

Do you need some suggestions? If so, let me jump in with a few. Given that this is the week you need for catching up after the long holiday, I will be brief and go into more detail later. Here is a list of business etiquette goals for 2013 that you might consider:

Focus more on other people.
Resolve to be more kind and courteous.
Treat your clients, customers and colleagues with more respect.
Listen more than you talk–even you salespeople.
Dress like a professional, not a fashionista.
Work on remembering names.
Practice punctuality.
Review your techno-etiquette.
Put eye contact and a smile on your agenda every day.

Now return to those issues that you were “fixing” to handle after the 4th of July and finish the year by adding the polish that builds profits.

Keep in mind that it is never about the rules, but the relationships!

Photo from Savannah magazine

Hire Lydia to work with your staff to improve customer service and employee relations through the use of those priceless and often over-looked soft skills called manners. Lydia is the “unstuffy” business etiquette expert who helps individuals and organizations add the polish that builds profits. We’re talking about your bottom line here.

Since 1996, countless people have benefited from her wisdom through keynotes, seminars and conference breakout sessions. Her Southern charm and sense of humor have made her a sought-after speaker and consultant.

Based in Savannah, Georgia, Lydia is available for national, regional and local speaking and training engagements. She has suitcase; will travel.

Contact her via email at lydia@lydiaramsey.com or call 912-604-0080. Sign up for her free monthly newsletter and visit her website, lydiaramsey.com.

How to Reverse a Bad First Impression

Posted on July 1, 2013 by Lydia Ramsey

Have you ever said or done something awkward or unintended during an interview, a first time encounter with a potential client or meeting a new colleague? We all have goofed up at sometime or other and committed a faux pas that was irreversible and possibly unforgettable. It is not the goof that counts; it is how you handle it.

This is the topic that Real Simple Magazine approaches in their July edition. The title of the article is “5 ways to reverse a bad first impression.” The writer of the article, Kaitlyn Pirie, approached five experts from a variety of fields to get their take on this situation. I happen to be one of them and was delighted to share my thoughts.

Here are some of the ideas that the experts offered. Deborah Tannen, author of You Just Don’t Understand: Women and Men in Conversation, says to turn around. She suggests altering your body position during your next conversation. It may change how the person thinks of you. Ora Shtull, an executive coach in New York City, suggests that you stop and focus on the person. We are all constantly in a state of distraction. If you do or say something that creates a bad impression, stop and offer an apology, and invite that person for coffee to let them know how important meeting them is to you.

Chris Harrison, the host of the Bachelor and The Bachelorette, advises people to take a deep breathe, stay calm and be true to themselves. He says if it doesn’t work out, maybe it wasn’t meant to be. Professor Emeritus of Psychology at the University of California, Paul Ekman, Ph.D., suggests that people hold still. He says that fidgeting makes you look nervous and can create a bad first impression.

Finally what is my advice? If you commit a faux pas, keep your sense of humor. Laugh at yourself. You will feel more comfortable and so will the other person. Getting distressed will only make a bad situation worse. Laughter is the best remedy for this kind of predicament and many others.

Photo from Savannah magazine

Based in Savannah, Georgia, Lydia is available for national, regional and local speaking and training engagements. She has suitcase; will travel.

Contact her via email at lydia@lydiaramsey.com or call 912-604-0080. Sign up for her free monthly newsletter and visit her website, lydiaramsey.com.

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So What If You Blow That First Impression?

Posted on April 8, 2013 by Lydia Ramsey

Everyone knows, or thinks they know, that you never get a second chance to make a first impression. I don’t completely believe that. Many times you do get a second chance. You may have the opportunity to meet another time with that interviewer, your new supervisor or the prospective client. Of course, the goal is to make your first impression the best that you can. Why blow it to start out?

We all also know that things don’t always go well or as planned so if you make a faux pas during that initial encounter, don’t despair. You can make it right the next time or subsequent times that you meet. Just think about what you can do to right the situation immediately and grow that relationship.

Apologize. When ever you can, offer an apology. Perhaps you forgot the person’s name or you arrived late for your appointment. Say that you are sorry.
Don’t over apologize. Going on too long leads to groveling and begging. This will do nothing to enhance your image.
Laugh at yourself. If you do something foolish, like the new salesman who got up to leave the meeting and walked into the closet, use your humor. Laugh at yourself. It shows a human side and puts others at ease.
Don’t get flustered. Show your professionalism by keeping your cool. We all make mistakes such as thinking that cell phone was turned off when it was not. A bit of poise can go a long way.
Learn from your mistakes. Make a note to self that says, “I will never do that again.” Look twice before you pick which knob to turn. Leave your cell phone in the car (shocking thought).

You will have more opportunities to blow that first impression, but don’t make the same mistake twice.

Photo from Savannah magazine

Based in Savannah, Georgia, Lydia is available for national, regional and local speaking and training engagements. She has suitcase; will travel.

Contact her via email at lydia@lydiaramsey.com or call 912-604-0080. Sign up for her free monthly newsletter and visit her website, lydiaramsey.com.

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Business Etiquette – The Key to Success

Posted on February 18, 2013 by Lydia Ramsey

Business etiquette may seem out-dated to the new generation of small business owners and their employees as well as large corporations who don’t see a need for it in this digital age. Those who overlook the value of business etiquette are losing business everyday.

Perhaps it occurs when the customer walks in and no one bothers to offer a greeting.or an acknowledgement of any sort. It may be that the customer’s name is never used. Perhaps the employees look as if they are dressed for a day at the beach rather than at the office. Any number of details can either cost you business or win customers over. In any case there is a direct connection between business etiquette and the bottom line.

Business Etiquette – The Key to Success

We all know that people do business with people they like.Here are some aspects of business etiquette that can improve your credibility and like-ability.

Make a good first impression. You only get one chance. Smile, make eye contact and ask how you can help. Every customer has the right to expect recognition and courtesy within the first few seconds.

Professional appearance counts. Clients and colleagues will judge your level of professionalism before you even open your mouth so dress appropriately at all times. In the business world it is always better to be dressed more conservatively than not. If your organization does not have a dress code, create one. Don’t leave how your people should dress to their imagination.

Work at remembering names. When you are introduced to people, focus on their name, not on what you are going to say next. If you repeat the name in the form of a question as soon as you meet the person, you will stand a better chance of remembering it the next time. For example when you are introduced to John Doe, reply by asking. “John Doe?” That way you can clarify that you heard the name correctly as well as reinforce it in your memory bank of names.

Be on time. Even being a few minutes late for a meeting is not acceptable. It indicates a lack of respect or importance of the people with whom you are meeting. If you cannot avoid being late, call to let someone know. Don’t send an email message since you can’t be sure the person you are trying to reach checks email every two minutes.

Pay attention to your social media manners. Don’t mix your personal and professional accounts. Use your own photo and professional name. By now most people should realize that someone who is considering hiring you or doing business with you will look you up on line. They won’t be impressed with you if you use a cute or racy name and if you post photos of yourself dancing on the table at the New Year’s Eve party.

Anything on the Internet is in the public domain so tread carefully online and in email. Never say anything that you don’t want the whole world to see. Never write when you are tired, emotional or angry. Consider that email has no tone of voice so for sensitive or complicated matters pick up the phone or walk down the hall. Personal interaction is much more effective in building and maintaining business relationships.

Do not pull out your smart phone or other communication device during a meeting. Keep it off and out of sight. The message you are sending to others in the meeting or presentation is one of disrespect and lack of interest. “Reading under the table,” is more obvious than you think.

There are certain words or topics to avoid in your business communications. Cursing has become almost common place, but it is a sure way to lose business and possibly your job. If you curse, you dilute your message by showing a lack of courtesy and professionalism as well as a limited vocabulary.

Publicizing your political beliefs has no place in business unless you are trying to lose customers. If you have any doubt about that, think of the recent episode with Chick-fil-A. Ultimately taking a public stance on an issue back-fired.

No matter what business you are in, business etiquette is vital to your success. It starts from the top down so the owner or CEO needs to demonstrate courtesy and respect. There is a definite trickle down effect. Given a choice, customers and employees will go where they are treated well. Ultimately business etiquette will show up in the bottom line. Polish builds profits.

Photo from Savannah magazine

Based in Savannah, Georgia, Lydia is available for national, regional and local speaking and training engagements. She has suitcase; will travel.

Contact her via email at lydia@lydiaramsey.com or call 912-604-0080. Sign up for her free monthly newsletter and visit her website, lydiaramsey.com.

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