Patients are customers.
Other than behind your back, they seldom say what’s really on their mind about either you or your business.
But every once in awhile, they will open up and tell you what they really think and when they do, listen and be very careful as to how you respond.
Don’t be defensive.
Don’t explain why.
Don’t make them wrong.
Be grateful for those moments because they are far and few between and are very valuable for the growth of your practice.
Too many doctors and their staff turn patients off as if they’d rather be right than be in business.
Here are my top 5 responses to virtually every comment, concern, complaint, and compliment…
- Thank you for sharing.
- Is there anything else that I should know?
- Is there anything else that I can do for you?
- You are awesome.
- You are right.
Or something similar.
- Defuse
- Take the blame
- Give them the credit
Make them the hero.
