Why Should Anyone Be Your Patient?

Office Magic Newsletter
Dynamite Your Status-Quo to Achieve Breakthrough Success.

October 2011
In this issue
-- A Universal Apology
-- Great stuff!
-- This issue draws to a close ...


Last month, we gave you a tip that works at the office, at home, everywhere! We got a great deal of feedback, including from our old friend Danny Bobrow of AIM Dental Marketing.

A Universal Apology
Last month we pointed out how well it works to say, "I'm so sorry I can't do that," whenever you are unable or unwilling to accommodate any particular request.

Danny Bobrow wrote to add that even most lawsuits would never happen if people just learned to say "I'm sorry."

Saying "I'm sorry," Danny explains, does not mean admitting to wrongdoing.

Indeed, a "universal apology" will work wonders with an upset patient, no matter what the patient is upset about:

"I'm so sorry that happened."

As Lorraine often says, patients want your empathy, not your sympathy. When you say, "I'm so sorry that happened," whatever it is that happened, you've acknowledged and validated the patient's concern. Now, you can move on to solving the problem, whatever it is, and whomever is at fault.

This stuff works, folks!

Great stuff!
Danny Bobrow's and Bill Blatchford's "The Art of First Impressions" is all about connecting with callers by conveying honesty, empathy, rapport, and enthusiasm. Saying "I'm sorry" can go a long way toward establishing all of those things.

The Art of First Impressions

This issue draws to a close ... ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
And now, the end is here
This issue faces its final curtain
My friend, I'll say it clear
I'll say one thing, of which I'm certain:

See you next month!

Pat, Lorraine, Ginny and all 500 of us at Office Magic!

Contact Information
email: info@officemagic.com
voice: 800-750-8779 or 302-229-9520
web: http://www.officemagic.com

Office Magic · 628 Black Gates Rd. · Wilmington · DE · 19803-2240 · USA

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