People speaking on their cell phones in public spaces is a problem. A big one.
Even if you have a “no cell phone” sign in your medical practice, you’re probably finding that it doesn’t work.
Somehow patients still do it. (People don’t read when they’re being rude.)
Switch your “no cell phone” sign for a new approach:
- Get a phone call bench. This way, you have someplace nice to send folks who are on the phone.
- Offer headphones. If someone is listening to something on their phone without headphones, walk over and offer them a pair. You can also post a sign that says: Ask us for a pair of complimentary headphones if you’d like to listen to something on your cell phone. (Help us keep the lobby a quiet, relaxing place.) Thank you!
- Set a policy, and enforce it! A sign may help, but don’t rely on it. Ultimately people will not see (or disregard) the sign — and your team members will have to speak up.
- Arm your team with what to say. Here are some suggestions:
- I know this is important to you, but would you mind taking it outside?
- Unfortunately phone calls aren’t allowed in our lobby. We don’t want people to hear your personal information, and we need the lobby to be a relaxing place for patients in advance of their appointment. Can you please step outside? We have a nice bench out there for patients who need to use their cell phones.
- Our policy is no cell phone calls in the lobby. Thank you!
- This is a place of relaxation and healing. Please refrain from cell phone use.
- Be prepared to dismiss clients. Your practice is allowed to (and should!) have and hold this boundary. And your patients should be respectful of this rule, and of their fellow patients. If they refuse to adhere to your practice’s rules, have language ready to fire these clients:
- Our practice rules are very important to us as we want our patients to have a good experience. This is not a fit for our practice. We need you to step outside, or we will have to dismiss you.
Despite the best signs in the world, the occasional person will talk loudly on their phone in your lobby. All you can do is show them other options with kindness or dismiss them. You can’t fix other people; you can only fix how you handle the situation.