If your customer/patient thinks there is a problem, then there is a problem. Understand that it is YOUR problem and good practice management is to resolve with a positive outcome. It is necessary to take the time to listen and try to understand what your customer/patient is trying to tell you. It is important to acknowledge them by letting them know that you heard and do understand what they have told you. Make sure you do have clear understanding of what they feel the problem is, if you do not, ask for clarification until you do, or you will only create further problems. One of the biggest communication problems between people is when they are not understood. Now that you know and understand what your customer or patient’s problem is, it is time for you to become a “Fantastic Fixer.” By taking the following six steps you can become a superhero problem fixer and your customers will love your for it.
BE A FANTASTIC FIXER!
1. Apologize – It does not matter who is at fault, just apologize that there is a problem.
2. Listen and Empathize – Treat your customers/patients in a way that shows that you care about them as well as the problem. (Treat them as if they were your Grandmother).
3. Fix the problem quickly and fairly – A “Fair Fix” is on that is delivered with a sense of professional concern, cooperation and courtesy.
4. Offer Atonement – It is not uncommon for dissatisfied customers/patients to feel injured and will look to you to provide some value added gesture. A five dollar Starbucks card comes in handy in these situations.
5. Keep your promises – During the recovery process you may need to make promises to your customer/patient, make sure these are realistic and kept.
6. Follow-up – Do not assume that you have fixed the problem or relationship, check to make sure. Follow-up is a sincere way of showing your customer/patient that you are still thinking about them and the situation and that you want to make sure everything is okay.
Following these six recovery steps when a problem arises makes problems a bit easier to deal with because you have a plan of attack and recovery. Remember you are a professional, you know your job and you know what your business is and how it works. Problems will always come up, but if you are ready for them they are much easier to handle.
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