Dental Marketing: Patient Complaint as a Gift

During the time you are working, you probably already managed with the feeling that it is impossible to please everyone. There will always be someone who is not satisfied with any level of provision of your services, or the way your employees work with clients. Often the staff in any way tries not to give the customer the possibility to leave a complaint, and every complaint is seen as the end of the world. There is another extreme point when the patient reports about his dissatisfaction, but the head is completely ignored. If your clinic, everything happens just the way it is quite possible that you have already made the first step to ruins.

The complaint of your patient is a unique feedback channel. If you are the head of the clinic, but it is not a medical practitioner, then find out their opinion about your dentistry, about the level of service and assistance for you as a person who does not work directly with patients, it is perhaps the only way. Of course, you can personally ring up each client and ask about it, but do not you feel sorry for your precious time? It is much better if, after each visit, the administrator will itself offer the customer to leave a review of your clinic. You, in turn, will be able to regularly review these comments and to see that you need to change now. If 50 people write that one of your administrators are very slow and rude, it probably makes sense to spend some extra work with the staff. If patients are to see that your clinic does not develop, and that did not suit them, it remains the same, they think twice before continuing to visit your clinic. There is no Shortage of offers on the market today, and they always find who to ask for qualified treatment. You are slowly but surely begin to lose your clients.

One of the most important qualities of a good leader is the ability to properly deal with complaints. The way you respond to patient dissatisfaction, depends whether he will return to you and whether or not to recommend to your friends and acquaintances dentistry. If you feel that you have started a stupor and did not know in which direction to further develop its business, - collect patient opinions. Customer complaints will tell you how to improve services and facilities (may even prompt what other services they would like to see you), and thus help to keep the business.

Thus, if you really want to become the number one dental clinic in your area or town, you need to create an algorithm to work with patients complaints. First contact with dissatisfied customers, listen carefully to what he has not arranged to better understand the essence of the conflict. Thank him for the fact that he drew attention to this problem, for taking the time and the opportunity to inform you about their dissatisfaction.

Don't react to his hostility. Let him put all the discontent and only then proceed to a constructive conversation.

Do not forget the well-known truth: the patient is dissatisfied with the negative talk about 10 people, and pleased - that he enjoyed it, only one or two. The problems affect the client's business is much more than his satisfaction.

If a complaint running your administrator, he should apologize, even if the fault lies with the client. In a case where a disgruntled patient walked directly up to you as to the head, you are also mandatory apologized. Of course, not you personally worked with him, but you hired the person who has caused his discontent. Acknowledge the validity of its claims and expressed understanding for the feelings he experiences.

Offer a payment option for material and moral damages in particular. What is the compensation will be, decide for yourself: perhaps a discount on the next visit (by the way, it will be a motivation for the patient still get back to you), a gift certificate for some of your services. Payment should be! Human psychology is such that we love getting something for nothing. Therefore, some of your gift is sure to configure the complainant to a more peaceful way. The more often people go just for compensation, not for justice.

Tell the customer what actions you intend to take to such a situation did not arise in the future. If a complaint is received on your staff, you can tell what the penalties will be applied to them. Ask whether the complainant satisfied with this resolution of the conflict. People like it when their opinions are considered when they have something to solve. Also promised that a conversation with all the staff will be held on how to work with clients.

Now the big moment. The next day, please contact the person who left the complaint. It is very important. Tell us what his appeal work has been done, the guilty punished, continue to not happen again, come - check. Then the man, in spite of the discontent, become your most loyal customers. He estimated that his problem was taken seriously, that his complaint was the reason for any changes in dentistry. Of course, he will want to check, and whether or not you corrected their flaws.

The algorithm works with customer complaints must be painted in the internal regulations of dentistry. Perhaps it will take only one sheet of paper, but the staff is obliged to know.

Work with complaints. Listening to the patient, you will be able to understand how to adapt their services and support to their needs, how to rebuild the internal processes for high performance and quality, how to organize work and to improve service. Do not forget that you are working with people. Unhappy customers - people offer you the opportunity to learn about their problems, so - to help them. As a result, they will have every reason to once again take advantage of your services. Remember that most of the profits bring permanent patients, who come to you for treatment for several years. Here the most important thing - not only to win their trust, but also to keep it, which in practice is much more complicated.

 

In the next article: Partnership as a business reception in order to attract new patients