A colleague recently told me about the following experience at his dentist’s office.
Real World Story: “I must confess that I am one of those people who thinks that dentists charge too much money and are in the profession just for profits. On top of that, I have always feared going to the dentist because I associate dental work with pain and suffering. But, boy, was I wrong!
“Just yesterday I went to my dentist to have a dental procedure. I would need to have local anesthesia. When the dental assistant was prepping me, she noticed something odd about me, so she asked to take my blood pressure. It turns out my pressure was 160/95, which is way too high. The anesthesia would increase that level and put me at risk of having a stroke, she and the doctor explained to me. The assistant even gave me a mirror to look into. She said my face was flushed and my eyes were irritated, very red.
“They advised me to contact my primary health provider and let his office know what my blood pressure was and that I needed to be seen by my doctor. The dentist and his assistant were very kind and caring. They could tell I was embarrassed, especially for wasting an appointment and their time. They told me not to worry and to call back to reschedule once my blood pressure was under control.
“To be honest, I was stunned at the compassion that the dental staff showed. They truly put me way ahead of profits. I am a true believer now. Dental offices are worth every single penny that they charge!”
Strategies that Turn it Around:
- Lead with compassion. Nothing is more embarrassing to us than having bad health, especially when we are the cause of it. But when health workers show compassion, well, that goes a very long way to putting patients at ease and making them feel cared for. And that’s winning half the battle right off.
- Close with next-step instructions. In healthcare, it’s always important to leave patients with clear and precise next-step instructions. And it never hurts to repeat them more than once because when we deliver bad news, patients aren’t always focused on what we say at that moment. This also lets patients know you care and are concerned about their wellbeing above everything else.
Remember: Customer service is about people helping people. In a nutshell, healthcare is the ultimate expression of customer service. When we lead with compassion, we immediately radiate caring and empathy. And this will always go a long way to helping patients in need.
What do you do to ensure that compassion leads all of your practice’s customer service efforts?