The Bright Side of Patient Complaints

No matter how fantastic you and your team are, you will occasionally have a customer complain about something. When this happens, you and your team may feel discouraged, frustrated, or even annoyed, depending on the specific complaint and how it was shared. It can be easy to brush the complaint aside and tell yourself that the client was just having a bad day. However, changing the way you think about customer complaints can be highly beneficial to your business.

Client complaints may involve anything from office décor or other customers to the time, cost, or outcome of a business transaction. Even concerns that feel trivial or unfair to you should be handled with respect and appreciation. Like any consumer, your client wants to feel like you care about their experience and their feelings. A complaint is an opportunity for you to win back a customer’s trust.

If you thank your customer for bringing their concerns to you, commit to taking action to correct the situation, and follow through on your commitment, you will earn loyalty from that client. This loyalty can translate into additional business from the client, and even referrals to friends, family, and social media connections. Over time, handing one complaint as an opportunity to improve can lead to hundreds or even thousands of dollars in revenue.

However, if customers leave your office feeling that their concerns are unimportant to you, they will likely look elsewhere for business in the future. Unhappy clients do not stay with your business. They do not refer others to you. They may even tell others about their unpleasant experience with your office, which can cost you potential customers and revenue.

Every customer complaint you receive is a gift. Your team or business may have a weakness that you were unaware was an issue. If one client voices a complaint, it is likely that others have noticed the problem as well. Consider asking customers for feedback after a visit. Let them know proactively that you appreciate their input and are ready and willing to provide the best experience possible. When your customers feel valued, they will be more loyal to you, your team, and your company.

For more tips on providing a better customer experience, contact our office.