A positive client experience begins when you first ring their doorbell or knock on the door. No matter if it is the first time you are meeting a client or if it is the 100th time you are caring for a client, make sure you start their experience on the right foot.
Before you ring the doorbell or knock on the door, do a quick scan to see how you are feeling emotionally. If you are in a bad mood because you had a fight with a family member this morning or because you hit some unexpected traffic, you are going to bring that bad mood into the home with you. This means you might come off as cranky or unapproachable. It also means the client might pick up that bad mood and things might just not click for you two.
Leave all that bad mood behind you. Sometimes, I give myself a little shake or I remind myself that I’m lucky to care for the client in the way they need me to. These little routines help put me in the right mindset.
Take a few minutes to quickly review the care plan for the client, especially if this is a new client. This review can give you information that could make your first day go better together.
Next, do a quick hand sanitizer. You’ll wash your hands inside too, but if we’ve learned anything from the coronavirus pandemic, it’s that there is never too much hand washing.
Put on your mask, if needed. Then, smile before you knock on that door.
Give a genuine “good morning” or “hi there” when the client answers the door. Introduce yourself if needed and remind them why you are there. “Hi Ms. Jones, I’m Haley, your care partner from Easy Living. I’m here to help you out today.”
Wait for them to say hello and invite you in. If they don’t invite you in, you can ask. This offers them autonomy and allows them to have a choice, which is dignified.
Remember, a positive Easy Living client experience begins right in these first impressions.