Dental Practice Made Simple: How to handle the unhappy patient

By Theresa Pablos, DrBicuspid.com editor in chief

October 6, 2021 -- Dental Practice Made Simple is a video series from DrBicuspid.com and Levin Group. Tune in every Wednesday for a quick tip from Dr. Roger P. Levin to learn how to build high-powered, proven systems that lead to practice success.

What do you say when a patient comes to the front desk unhappy? In the latest episode of Dental Practice Made Simple, Levin said the right way to handle that situation is to embrace the patient and his or her complaints.

You should always ask patients how their visit was when they approach the front desk, he advised. Occasionally, a patient may raise a complaint.

"Not doing anything is just as bad as not asking," Levin said in the episode.

Instead, Levin suggested acknowledging patients' complaints and telling them how you will handle the situation so it won't happen again. This can be as easy as talking with the team or the doctor.

"That is five-star customer service," he said.

Learn more about how to handle unhappy patients in the video below.

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Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email rlevin@levingroup.com.

The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.


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