Stand Behind Them and Beside Them

by Dr. Ron Arndt

Dental office receptionist new patients
I have heard horror stories from staff members who were floored when their doctor did not “stand up” for the employee when there was an issue. Instead, the doctor took the position of the patient.

Yes, our employees make mistakes. But, they need to be addressed in private – never in front of a patient.

Some doctors may not like to admit this part, but: Patients sometimes have unrealistic demands. The customer is not always right.

We just need to frame the resolution so we don’t make them wrong.

When patients complain, gather all the facts and support your employee in the presence of the patient, particularly when your employee is following your practice’s Core Values and vision.

To the employee, this behavior creates a lasting commitment to you as their leader.

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