A Blessing or a Curse?
By April Linden
Do you believe in 100% satisfaction? Or do you acknowledge that all of us have some unhappy patients? We are humans, not machines. Everyone makes mistakes.
- Your first option is to dispute the mistake (aka patient review) and pretend it never happened or, even worse, claim it was false.
- Your second option is to embrace the feedback. As painful or as costly as the mistake was, you can make it meaningful by learning from it.
At RealPatientRatings™, we encourage our members to use their occasional negative feedback positively. Our early alert feature gives patients the option to communicate privately with the practice before going public with a negative review.
Your unhappy customers are your greatest source of learning.
— Bill Gates
Data from RPR’s database of more than 6 million responses validates this approach. When practices listen to patients and resolve their concerns, they enjoy better business outcomes in both retention and referral.
Patients who experience a problem and are Highly Satisfied with the practice’s resolution of the problem are more likely to recommend and to remain for future services.
It’s very expensive to acquire customers and even more costly to lose them. Let your patients tell you the small details that, if corrected, accelerate conversion, retention and referrals.
To discuss more, please call our team!
1.800.267.1228, ext. 1