Three Steps of Service

1. Stand to greet with a warm and sincere smile.
2. Use the guest’s last name, and anticipate fulfilling their needs.
3. Give a fond farewell: A warm goodbye using the guest’s last name.

• Treat patients as guests in my home as I would want someone to treat my loved ones or myself
• Respect patients’ time by being on time
• Always use eye contact with patients and call them by their proper name
• Explain to patients what is going to happen and why as they may be anxious about their vision
• Speak clearly and calmly
• Thank the patient for trusting us with their care (it is an honor)
• Help teammates even if its inconvenient to me
• Lift up teammates when they may be down
• Support teammates since we all have different gifts and experiences
• Be positive
• Be a leader in my role
• Help the organization continuously improve performance in every way
• Make sure the office environment is always kept “picture perfect”—clean, safe and welcoming for patients