Dealing with problems effectively

A thought for today - it's not the problem that's the problem, it's how you deal with it.

Every organisation experiences problems at some point, the sort that have an adverse effect on their clients.  But if you deal with the problem the right way, you can turn it around and make it a positive experience.

At Blue Horizons, we are dedicated to offering the very highest levels of client care that we can, and regularly go the extra mile for our clients.  But inevitably there are the odd occassions when something - usually something outside of our control - goes wrong.

But rather than deny responsibility for it, or ignoring it in the hopes it will go away, we tackle it face on.  We find a workable solution, and perhaps more importantly, we keep our client involved throughout so they know we are fighting their corner for them.

The result is a client who will often think better of us simply because of the way we dealt with the problem.

This can be equally well applied to dentistry.  Consider, for example, the times when you are running late - your next patient may well be pushed for time, and  getting more and more irritated with every passing minute.  Rather than leave them stewing, make sure your staff look after them and keep them informed.  Offer them a drink, tell them why you are running late and how much longer you are likely to be - usually they will be understanding and will no longer mind waiting.

If  they are unable to wait, offer to re-book the appointment for another time, and consider offering a one-off discount as a mitigative gesture.

The result will be less stress for you and your patients, happier clients and a more successful practice.

As Duke Ellington said:  "A problem is a chance for you to do your best" - make the most of it.

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