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First Impressions
(Trust Starts at Hello)

A person or patient is deciding three things within seconds of meeting you: do you know what they are, and what it's based on? Whatever they decide represents the ENTIRE organization, not just you. That's not pressure; that's power! Walk through simple ways to take control of your first impression. 
   5:32 Watch Time [Week 3 from the Weekly upSKILL series]
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 Real Help 

Solve these 'people problems'

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For upSKILLers:

  • New patients showing up guarded or anxious and misjudging you before you've had the chance to show how much you care
  • Feeling pressure when meeting new patients instead of knowing exactly what to do in the first seconds
  • Interactions starting off cold or transactional because warmth wasn't felt right away
  • Knowing exactly what patients are deciding (do I like you, do you care about me, can I trust you) so you can answer it on purpose
  • Starting every interaction with warmth, attentiveness, and competency that patients instantly feel
  • Making great first impressions everywhere: new patients, teammates, your kid's teacher, and people in your personal life

For Leaders:

  • Patients judging the entire team based on one interaction with one person
  • Online reviews and complaints that trace back to a cold, rushed, or robotic first moment
  • New patients who never fully relax or trust the practice because the first impression missed the mark
  • Team members who understand they represent the organization
  • Every role, on the phone or in person, opening with warmth, attentiveness, and competency
  • A consistent first impression standard that builds patient trust and loyalty from hello
 Data 

It's science

Princeton researchers found that people form judgments of trustworthiness after seeing a face for just a tenth of a second, and longer exposure only strengthens that first impression.(1)
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Patients are deciding how they feel about you before you've said a word.
Harvard psychologists identified warmth as a universal dimension people use to judge others, and it's judged first.(2)
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Patients need to feel you care before they evaluate how good you are at your job.
Research on "thin slices" shows that observing just seconds of someone's behavior predicts how they'll be evaluated overall.(3)
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One brief moment with one team member becomes a patient's opinion of the entire organization.
 Note 

From The Experts

"This is a huge responsibility and one that we cannot take lightly. But instead of feeling pressure, this should really feel empowering. How great is it knowing that you can give the kind of first impression that makes a patient feel the team cares about them, just because of you?"
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- Christine & Lauren, The Patient Whisperers
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 SERIES 

This is adapted from Weekly: Mastering Soft Skills

by The Patient Whisperers:
Soft skills that make work and life better.
For everyone who works with patients - or interacts with humans.

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quick bites, by The Patient Whisperers.

Soft skills are people skills

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stay centered in difficult encounters  

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Ralph Chu, MD
CEO & Chief Medical Officer
Chu Vision Institute

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 WHO 

Meet the experts

The Patient Whisperers
Christine Scarlett
& Lauren Weaver
Former practice leaders leading change by bringing relational intelligence, soft skills + emotional connection into healthcare as authors, speakers, and upSKILL instructors. 
Get to know them here or connect on social media:
Christine Scarlett
Former CMO
& Director of Patient Experience
From counseling patients, to Director of Patient Experience, to CMO, Christine's worn nearly every 'hat' in a healthcare practice. The driving force? Her love for people... creating exceptional patient experiences and empowering those who serve them.
Lauren Weaver
Former
Director of Brand Development
Bringing her PR, branding, social media influencer status, and love of storytelling with her, Lauren turned how we market and build a brand for ourselves in healthcare upside down by redefining how we connect with our patients, both in practice and online.
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(1) Willis, J. & Todorov, A. (2006). "First Impressions: Making Up Your Mind After a 100-Ms Exposure to a Face." Psychological Science, 17(7), 592-598. (2) Fiske, S. T., Cuddy, A. J. C., & Glick, P. (2007). "Universal dimensions of social cognition: warmth and competence." Trends in Cognitive Sciences, 11(2), 77-83. (3) Ambady, N. & Rosenthal, R. (1993). "Half a minute: Predicting teacher evaluations from thin slices of nonverbal behavior." Journal of Personality and Social Psychology, 64(3), 431-441.