Office Magic Newsletter
Dynamite Your Status-Quo to Achieve Breakthrough Success.
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
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!
This issue draws to a close ... ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
See you next month!
Pat, Lorraine, Ginny and all 500 of us at Office Magic!