Five Tips for Handling the Angry Dental Patient

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Patient Attraction Episode 777

The old saying that you can’t please everybody is true, and that includes your dental patients. After the break, I’ll be back to share 5 must-do tips for dealing with your less than satisfied patients. Stay tuned.

– I’m Colin Receveur, Founder and CEO of SmartBox Web Marketing.

– This is the Patient Attraction Podcast.

– My dad’s a very successful dentist.

– I pretty much grew up in his practice.

– So, I’ve seen and heard patients who were less than happy.

– Happy, satisfied patients are every dentist’s goal.

– But sometimes things go wrong and that can be because patients aren’t properly informed.

– You’ll have some unhappy patients for a variety of reasons.

– I want to share 5 tips for dealing with dissatisfied dental patients.

– Number 1: Don’t take it personally.

– Quite often the complaint is less about you or your staff than about the person who’s complaining.

– Getting defensive is sure to escalate matters.

– Number 2: Let them vent.

– That head of steam has to blow off before an angry patient will be willing to talk.

– You’ll know when to join the conversation.

– Number 3: Make sure you understand the issue.

– Too many people jumping in too fast actually makes things worse.

– Take the time to repeat back, in your own words, what the complaint is.

– You’ll avoid further misunderstanding that way.

– Number 4: Take immediate action.

– There’s almost always something you can do to make the patient happy, or at least happier.

– That something will depend on your practice’s policies.

– Number 5: Avoid the problem going forward.

– If the complaint was caused by your system, fix your system.

– That could mean giving patients more accurate information, changing your billing policies, or something else.

– You can’t please everybody, and there are some patients you can’t please at all.

– Send them cheerfully on their way to your competitors.

– Follow these 5 tips to keep your patients and keep them happy.

– Until next time, keep moving forward.