First Impressions That Last: Training Your Team for Connection

A new patient steps inside, pausing just past the doorway. They take in the room. The hum of quiet conversation, the faint scent of disinfectant, the soft tapping of keys at the front desk. In that split second, before they’ve shaken a hand or completed a quick check-in, they’re already making dozens of silent judgments about your professionalism, your warmth and whether they’ll feel safe here.

One version of this moment: a quick nod, eyes back to the screen, a polite “I’ll be right with you.” Another version: a warm smile, eye contact and, “We’re so glad you’re here! Let me get you checked in.”

The difference? One makes a patient feel like a number. The other makes them feel valued. And in healthcare, that feeling can define the relationship for years to come.

Body Language Speaks Before Words Do

Before anyone says a word, patients pick up on nonverbal cues. A warm, genuine smile and open posture go a long way toward putting people at ease. Encourage team members to:

Stand or sit upright with shoulders relaxed. Avoid crossed arms or slouching.

Maintain friendly eye contact. It communicates confidence and attention.

Be aware of facial expressions. A neutral or welcoming expression is more inviting than one that looks rushed or distracted.

Small gestures like a nod, a wave, or stepping from behind the desk to greet someone communicate accessibility and warmth before words are spoken.

Tone of Voice Matters

Patients often recall how something was said more than what was said. A calm, friendly tone conveys professionalism and empathy. Training should include:

Moderating pace and volume so patients never feel rushed or scolded.

Injecting warmth into the voice. Smiling while speaking (even over the phone) can make a difference.

Using a patient’s name early in the conversation to create instant familiarity.

In moments of potential tension, such as delays or billing concerns, tone becomes even more important. A composed, understanding voice can help de-escalate frustration and keep trust intact.

Conversations Build Connection

The most memorable patient experiences come from small personal touches. Encourage your team to take a moment to show interest in a patient’s well-being beyond the reason for their visit.

These habits don’t stick by accident. As Poppe explains, they require repetition.

“The idea that you have to repeat what you want, not once, not twice… new studies are saying it’s like thirteen times.”

For many leaders, repeating instructions can feel like babysitting or micromanaging, but Poppe sees it differently. She advises that if you want consistent, patient-centered performance, you have to get comfortable with empathetic patient communication. The more often these connection-building behaviors are reinforced, the more naturally they become part of every patient interaction.

Communicating with Courage

Great first impressions are reinforced by healthy team communication behind the scenes. Poppe encourages leaders and staff to start every interaction with positive assumptions, giving colleagues the benefit of the doubt rather than jumping to worst-case conclusions. This mindset helps keep conversations solution-focused instead of defensive.

She also stresses the importance of speaking up, even when it feels uncomfortable. Clear, candid communication builds trust within the team. That trust naturally carries over into patient interactions. When staff model respectful honesty with one another, it creates a culture where connection is the default.

Welcoming New Team Members Well

First impressions don’t just apply to patients, they apply to your own staff. Poppe points out that “a lot of teams have new team member fatigue,” where existing staff greet new hires with a guarded we’ll see if this one works mentality.

That skepticism can hurt the team’s culture and ultimately patient care. Instead, she recommends creating an intentional welcome plan:

“Who’s going to be their person? Who’s going to be their trainer?
Who’s going to sit with them at lunch for the first week?”

When new hires feel supported from day one, they’re far more likely to develop the confidence and warmth that patients will feel in every interaction.

The Lasting Impact

When patients feel welcomed, listened to, and respected right from the start, they’re more likely to trust your recommendations, follow treatment plans and return for future care. Training your team for connection is an ongoing investment in relationships that sustain your practice.

The first hello sets the stage. Make sure it’s one they’ll remember for all the right reasons.

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