There’s a saying in business, “If you don’t upset someone, you aren’t doing enough”….and although I get it, it isn’t something I get out of bed planning to do.
So when a patient complains, how should you handle it?
Well, here’s how I handle complaints…
First, it’s not about convincing others that their complaint is unwarranted. Even if you are right, it’s a total waste of time.
The first thing to ask yourself is the big question:
Keep ‘em as a customer or put an end to it (them) asap?
Either way, you need to be pleasant about it.
If you think the person and relationship is salvageable, then even if they are wrong or if their complaint is not justified, make it right.
Lastly, in business, “It’s all math”.
If the cost of making it right (when they are wrong) is too high, then end the relationship. Again, pleasantly.
…and of course, if YOU are in the wrong, admit it, handle it at any and all costs, and move on. If you do, more often than not, your patient will respect you and continue to do
business with you.
It’s all about eliminating the emotion, the resistance and the brain damage for all parties involved.
Pick your battles.