It’s very common for glitches and setbacks to happen in any dental clinic. It is close to impossible to not encounter dissatisfied patients. Although you might have to deal with disgruntled patients every now and then, the idea is to pacify them and, at the end of the day, make them happy. This is a trick that every successful dental practitioner must master.
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There are a lot of strategies that one can employ to appease unhappy patients. But here are three common concepts that one can turn to during times when it is impossible to deliver.
This is the most important thing to remember during tight situations. You won’t be able to rectify the situation unless you take the time to talk to your patients. Yes, it might be very intimidating and daunting to do so especially since they already know that you screwed up. But if you don’t take the first step into telling them about how and where you went wrong, you won’t get your patient to understand you. Don’t belittle the impact of your apology. If you are sincere enough, your patient will be more than understanding of the situation.
2. Make Amends
This is very important. You do not want your patients to think that you are all words. Making amends puts into actions all the things you promised in your apology. And when you’re trying to make amends, don’t assume that one certain product or service will automatically make them happy. You need to take the initiative to ask them what exactly will make them happy.
There are times when your patient will be contented with nothing more than an apology, and in this case you can definitely deliver. But when your patient asks for something unreasonable, let him or her choose from three things which you can pull through at and let your patient choose which one she or he likes.
3. Don’t Make the Same Mistakes
It’s alright to slip every once in awhile but don’t make it a habit to postpone appointments just because you overbooked or let your patients wait a day longer for their crowns or veneers to be ready. Your patients will not appreciate that the same mistakes are being repeated excessively and this can affect your credibility severely. The best thing that you should do is change the entire system if the same glitches occur more than once.
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