You wouldn’t show up to work in a wrinkled lab coat with coffee stains (at least, I hope not), so why let your office give off that same “we’ve stopped trying” vibe? The first in-person impressions don’t start at the exam room, they start the second a patient pulls into the parking lot.
Before we even step into the waiting room, let’s talk about the outside of your practice. You’ve worked hard to build your reputation, so why let a parking lot littered with cigarette butts and faded, peeling signage undo all that effort? Taking 10 minutes to walk the lot, pick up trash, and make sure the entrance is welcoming isn’t beneath anyone. Imagine a provider or office manager leading by example, bending down to toss a stray soda can. That sends a message:
We take pride in this place, and we care about your experience before you even step inside.
I once visited an office where the toilet tank had a massive crack, and the overhead light flickered so much I thought I might start seeing visions. Eighteen months later, I came back – and guess what? Same cracked toilet, same seizure-inducing light. The doctor? Great. The office? Dirty, outdated, and screaming, “We stopped caring.” If a patient notices these things, what else are they left to assume you’re neglecting?
If something is broken, outdated, or just plain gross, fix it. Or at least acknowledge it and start a plan. Walk through your office with fresh eyes, or better yet, have someone outside your staff do it. If you wouldn’t tolerate it at home, why tolerate it in your practice?
Once inside, the waiting room should feel like an intentional space – not a time capsule from 1996. Start with the basics:
This isn’t just about aesthetics – it’s about creating an environment that reflects the level of care and professionalism your team provides. Patients notice when a practice feels fresh, clean, and welcoming. They also notice when a practice feels like it’s stuck in a time warp.
So, be the practice that makes patients feel valued from the moment they arrive. Walk the lot. Fix the broken things. Give your waiting room the refresh it deserves. It’s a small effort with a big impact – and your reputation is worth it.
Did you know Sarah Clark Consulting offers a FREE practice self-assessment? CLICK HERE to take the one minute assessment and get some great information to keep the smile on your face while making your practice more efficient!
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