Do you ever think of yourself as a tour guide? If human beings enter your place of work you should adopt a tour guide mentality. Those who are attempting to do business with you want guidance and security. One of the worst feelings is being lost and floundering. I can think of three examples in the last few months that made me feel that way:

1. Entering a sit-down chain restaurant. The hostess was cute with a very sweet smile, but that’s all she did. When we entered the building she just stared and smiled at us. I finally said “2” and she picked up two menus and sort of motioned for us to follow her. It was very awkward, but at least she was smiling, which brings me to the next example…
2. Entering a dry cleaners. The woman behind the counter just stared at me and picked up a pen. No “hello,” no “how can I help you,” no “how many pieces do you have,” not even the smile I got from the aforementioned hostess. I honestly wasn’t sure what I was supposed to do, so I just put my clothes on the counter. She filled out the ticket and told me when they would be ready. Those were the only words she spoke to me.
3. At the end of an exam at a quick clinic. I had a severe ear infection that had hit out of nowhere. The provider was pleasant, she asked me questions, she explained what was going on and what she was going to do and then walked out of the room. I was left to find my way back to the front to check out and I really wasn’t sure where I was supposed to go. I can hear my ten year-old niece saying “awkward!”

I don’t ever want my patients to feel that way. I’m sure you don’t want your customers to feel that way either. Welcome them. Guide them. Let them know what to expect and when to expect it. Let them know when they need to do something and when they can just relax. Don’t leave them guessing. It’s awkward, it’s frustrating, it can lead to misunderstandings.

You are working hard to give your customers/clients/patients a good experience. Make sure they know they’re getting a good experience! Don’t assume that they can absorb all that’s going on and appreciate it. Figuratively (or literally when it’s appropriate) take their hand and guide them through your process. Don’t make them work for it. Make it easy for them. You can perform every step perfectly to complete the interaction, but if the person you’re interacting with doesn’t know what’s going on, most of it will be lost.  Be a tour guide.