I was discussing a recent trainee nurse/owner conversation with a fellow PM last week, and she was telling me about how a potential applicant had communicated via WhatsApp, which I am perfectly happy with, as long as the dialect is in line with what I would expect, which would be polite, moderately formal still, and using non ‘texty’ abbreviations. I would also look at them being mindful of timings of messages. While it can be very helpful to be able to communicate in an evening, it should ideally be at a reasonable time.
Anyway, that’s just me, what I would expect, and going back to the story, my colleague had been interacting in a similar way to my wish list above and had agreed to contact the applicant over the next two days. As with the role of an over stretched, over stressed, PM, it wasn’t possible to contact the applicant the next day and it was planned for the day after.
In the meantime the applicant sent a message
“Hey”
The applicant failed immediately, and my colleague did not pursue the recruitment process, but did suggest kindly that maybe the need to revise her communication going forward. The applicant took umbridge and wished the PM good luck finding someone and suggested she has a nice life. I don’t think there was much lost in translation with that last comment.
We did laugh at the outcome, but it also got us thinking about what different generations want when communicating, especially with different Gens.
These expectations are very apparent during customer service, front of house, reception, and within the surgeries, and it is really worth considering what the differences and expectations are when delivery care to our patients.
I was tempted to sign off with something a different gen to me would say but I suspect I’m a little long in the tooth to change too much now, so I will just say “hey.
I did a little research and it definitely resonated with me and the practices I support, so I thought it might be useful to pop it on your radar for your teams to think about:
Customer service conversations in dental practices can vary based on the generational differences among patients. Each generation has unique preferences, expectations, and communication styles. Here’s a general overview of how customer service conversations might differ across generations in dental practices:
- Baby Boomers (Born 1946-1964)
Communication Preference: Baby Boomers tend to prefer direct and personal communication. They value face-to-face interactions and phone calls over digital communication.
Expectations: They appreciate professionalism, experience, and expertise. They might seek detailed explanations of procedures and treatment options.
Language: Using formal language and addressing them by titles might resonate well.
Concerns: Financial aspects might be important to them, so clear explanations of costs, insurance coverage, and payment options are crucial.
- Generation X (Born 1965-1980)
Communication Preference: Gen Xers are comfortable with a mix of communication methods, including phone calls, emails, and in-person conversations.
Expectations: They value efficiency and convenience. They might prefer straightforward information and want to understand how treatments fit into their busy lives.
Language: Using a friendly yet professional tone can be effective.
Concerns: Work-life balance is important, so flexible scheduling options might appeal to them.
- Millennials (Born 1981-1996)
Communication Preference: Millennials are tech-savvy and prefer digital communication methods like email, text messages, and online chat.
Expectations: They seek personalized experiences and want to be actively involved in their healthcare decisions. They value transparent information about procedures and costs.
Language: Using relatable and clear language is essential.
Concerns: They might appreciate environmentally friendly practices and may show interest in advanced dental technologies.
- Generation Z (Born 1997-2012)
Communication Preference: Gen Zers are digital natives and prefer quick communication via text messages, social media, and online platforms.
Expectations: They are more likely to research treatments online and might ask specific questions about procedures.
Language: Using concise and engaging language that respects their intelligence can be effective.
Concerns: They might value unique experiences and might appreciate a modern and welcoming office environment.
It’s important to note that these are general trends, and individuals within each generation can have diverse preferences. Dental practices should strive to offer flexible and adaptable customer service approaches that cater to the needs of all patients, regardless of their generational background. Effective communication, active listening, and a patient-centered approach are key to providing excellent customer service to patients of all ages.