5 Keys to win back your dissatisfied px

Most doctors or nutritionists have had to face patients who are dissatisfied with our services. Or even with our fees, with the product we handle or because they do not have the results they expect. * In fact, few patients seek out a well-predisposed health professional to lose weight. However, you should not be disappointed or deceived. Anyone who provides a service, whether at a health level or at a business level, is going to encounter unhappy customers. The question is, once the line of dissatisfaction is crossed, how to act so that they return to “our side”? How do we convey to them that it was a misunderstanding and that the relationship can move forward? How to win back your dissatisfied patients. Here are some suggestions that will help you win back your patient when they have left your clinic with the intention of never returning:

1. Actively listen to their complaint.

If your patient makes a complaint, the main thing is to thank them for their sincerity. You should always maintain a professional and calm tone of voice, and always give him the opportunity to speak. Remember that the px will always, always, always be right (and even if he is not) you must always agree with him. Under no circumstances should you enter into a verbal battle with the patient. The upset patient should feel, above all, that he is heard, that his complaints are taken seriously, and that appropriate action will be taken. At this point, non-verbal communication is also key.

2. Show him an appropriate level of empathy and humanity.

It is also important that you show empathy, humanity and even humility towards the dissatisfied patient. Think that your patient puts themselves completely in your hands, trusts completely in what you tell them, in the program you give them, in the product you sell them and in the amount of your professional fees. Therefore, he deserves your respect and empathy when he considers that any of your actions have been unsatisfactory for him or her.

3. Create a written response plan.

Over time, you will learn the main reasons behind your patients’ dissatisfaction. You will also know which methods have worked and which have not, when it comes to reassuring them. It is very useful to capture possible answers in a written document. That way you can quickly, effectively and humanely address your patients’ concerns. * Responses may be modified over time, depending on your experiences, but a standard response that suits the circumstances is a smart way to handle an upset customer.

4. Adequately train the personnel in charge of caring for the patient.

Once you have your written response plan, it is the ideal time to train your team. Teach them the process and explain the steps they should follow to calm the dissatisfied patient and guide them to continue with their weight loss method. In a situation of this type, usually full of tension, avoid improvisations. The clearer the protocol to follow, the greater the likelihood of success.

5. Inform the patient of their options.

After thanking the patient for their visit and talking to them patiently, you should tell them why you made the decisions they don’t agree with. * If the patient is still unhappy, you can offer a discount on the product or offer a free consultation. This will earn your trust again, by recognizing your intention to help you from the first moment. Normally, patients appreciate it when you show them your warmer and closer side. After all, we are also human, and that humanity (perhaps unexpected) is what will win back your dissatisfied patients. **I give you 4 Key Practices to grow your practice, but these classes will only be FREE today. CLICK here