I am writing this now, prior to the pandemic, from my new favorite coffee shop not
far from where I live and work. It’s called Couchland and is located in Wickliffe, Ohio. As the name suggests, every seat is
comfortable. The large space has several
couches and plush armchairs that beckon customers to sink in and stay a
while. This is quite different from many
of the other coffee shops I patronize, where upon entering, I scan the room
like a seasoned detective to see if any of the few comfortable chairs that are
present are still available. Otherwise, I must enjoy the discomfort of a hard
wooden chair, a larger version of what I sat on in 3rd grade.
It’s a
cat and mouse game as customers compete for premium seating in an adult version
of musical chairs. And, there are rules
of etiquette that at times require adjudication. For example, is it permissible to plop your
backpack on a favorable available seat before standing in line to order?
When I stroll into Couchland and gaze upon the surfeit of
comfortable options, my mood leavens. In other words, I like the vibe.
The initial impression upon entering an establishment is so
critical. This is just as true for physicians’ offices
as for a coffee emporium. In many ways,
the medical receptionist is the keystone of the operation. (Recall from your grade school days would
happens to an arch if the keystone is removed.) The receptionist sets the tone
and will largely define the patient’s experience. The job is easy when patients arrive in a friendly
and carefree manner. But his or her professionalism
is tested when patients, who may be ill and anxious, are challenging to
handle.
I have been so fortunate in my career to be surrounded by
such a capable and caring staff. I
credit them to a great measure with whatever success I have enjoyed. And, if there is a day when I have missed the
mark, my staff’s attentive manner can help to minimize its effect.
Indeed, I have heard many times in my career that a patient
has left a physician whom the patient really likes because of what is described
as rude or dismissive treatment from the doctor’s staff.
So, if you are one of those folks who ‘sets the tone’, I
salute you. And, if you are one likes me
who depends upon them, I say thank you.
I've really missed Couchland during these days when I have been hunkered down sipping java on my own couch. But soon I hope to once again sink into one of their comfy couches, reading my newspaper and sipping a cafe mocha.
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