Dr. Ginger Bratzel talks about the importance of turning a negative patient experience into a positive experience
As you already know, I pull these weekly topics from many different avenues and life adventures. They aren’t always pulled from dentistry specifically. So this week’s topic came up from this summer’s family vacation.
If you have a family you know figuring out the perfect vacation to fit everyone’s wants and needs isn’t an easy feat in its self. We did a lot of research trying to fit the perfect location. My husband was unable to come with us this year, so finding a place that would keep my kids happy and entertained, while also having some relaxing mom time was a challenge. After a lot of research we found a resort that on paper fit the bill.
Click on the video image below to watch.
But, what we found when we arrived was not what it appeared. The trip was less than ideal for both my kids and myself. And, while the staff was accommodating, there were issues that was outside of their control.
Once we got home, like most places, we received a post visit survey about our experience, which I filled out respectfully and honestly. Not even expecting anything to come of it, I at least wanted to share my experience at their facility. The following Monday morning I received a phone call from the private cell phone of the General Manager of the resort. During this phone call he was very candid with me about the issues, he didn’t try to hide them or downplay the situation and he resolved the issue.
I felt this topic was important to share with you because this same issue can arise in a dental practice. But by checking your ego at the door, listening to your patients and truly addressing their concerns, everyone will be happier in the end.
Go watch my video now to hear more about how you can change your business by leaving your ego at the door.
- The difference in hearing a complaint and listening to a complaint
- How to turn a negative patient experience into a positive one
- That leaving your ego at the door is best