The impact of your staff : All team members play a vitally important role in presenting your practice to referring offices. Guests and study club members will perceive your treatment of them as representing how their referred patients might be treated in your office. This is crucial for every team member to understand! The week before the meeting discuss with your team how you can present yourselves in the most positive manner possible to guests. Here are some suggestions:

Greeters: Greet your guests as if they were in your home – welcome them warmly, let them know you’re glad they are there. Introduce yourself, let the guest know your responsibility in the office, and ask about them - build links. Saying "If there’s anything you need today, please let me know." is meaningful, so long as you’re sincere and will follow through!  With some groups this may be done during the registration period.  In large groups have staff circulate in the room before the meeting starts. It is so very rare to see this happen that your office or team will stand out as being very gracious and welcoming.  When done effectively it can have the following impact:  (1) You will be modeling for attending offices gracious behavior that can translate to their own practices (2) You will be sending clues to how patients might be greeted when referred to your office.

Host practice identification : If possible use a visual symbol (flower, different color nametag, similar scarf or apparel etc.) to help guests know who you are and who to go to with concerns. This is very helpful when a guest has a question.

Guest comfort : Monitor the body language of guests for comfort. Ensure that the temperature of the room is comfortable and that seating is comfortable also. If the tables are set with water pitchers, check the tables at breaks and during lunch to ensure that water is refilled. Anticipate guest needs and offer solutions before the guests become uncomfortable. If there is a table at the back of the room with water service, check the pitchers periodically and be sure they are not all empty!

Rest rooms : On the morning of the program, be sure every staff member knows locations of rest rooms and find out where additional rest rooms might be located if long lines form!

Departure: A last impression is often a lasting impression. Close the day with guests leaving feeling good about having attended the session. Staff who graciously say goodbye to guests help guests feel valued and important. Find a comfortable way to sincerely show your appreciation for your guests. This will be remembered and they will feel good about referring their patients to such a caring office.

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