Your team members may find it takes some practice to stay calm and collected when unexpected situations arise. According to Ethics4Everyone, by Eric Harvey and Scott Airitam (Performance Systems Corp., 2002), it's best to prepare staff members for difficult events by playing the "what if" game.
What does your receptionist say to a client who claims to have forgotten his or her checkbook? Or how does your technician respond to an angry client? In such cases, is everyone following a similar script? Is what they're saying the best response? If not, role-playing may help.
Sure, Brownie's not as spry as she used to be," says your slightly indignant client, petting her basset hound's bowling ball stomach. "But that doesn't mean that she's not a healthy, happy dog, Doctor."
What message does the appearance of your clinic send? And what message do the doctors, technicians, and support staff members send when they interact with clients? For a real eye opener, ask your clients these questions, using surveys, focus groups, and casual conversations during appointments. And don't forget to ask new clients and staff members why they chose your clinic. Their fresh eyes can offer valuable insights into the first impressions your practice makes.
A patient complained that my office manager quoted a fee of $250 for a procedure, but he was billed $300. It turns out the procedure was done a few days after our new fees went into effect. Should we refund the difference?