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In this episode of Kids Dental Marketing Strategies, we dive into practical advice for handling upset patients or customers while safeguarding your brand’s reputation. Here’s how to turn challenging situations into opportunities for stronger relationships and positive outcomes:
When a patient approaches you upset, they are acting on feelings, not facts. For example:
Pro Tip: Always address the emotions behind their concerns rather than correcting their statements with facts.
Empathy means stepping into the patient’s shoes and understanding their perspective. Here’s how to practice it effectively:
When dealing with upset patients, avoid the following:
Follow this step-by-step process to address patient concerns effectively:
Addressing feelings builds trust and prevents negative reviews. Patients who feel heard and valued are less likely to leave a bad review and more likely to recommend your services.
Takeaway: Emotions drive customer behavior. By resolving feelings, you protect your brand’s reputation and foster loyalty.
Never fight emotions with facts. Whether in professional or personal settings, acknowledging feelings and responding with empathy will always lead to better outcomes. Remember, life is subjective, and addressing emotions can turn potential conflicts into lasting relationships.
Watch the full episode: Dealing with Upset Dental Patients & Protecting Brand Reputation.
In this episode of Kids Dental Marketing Strategies, we dive into practical advice for handling upset patients or customers while safeguarding your brand’s reputation. Here’s how to turn challenging situations into opportunities for stronger relationships and positive outcomes:
When a patient approaches you upset, they are acting on feelings, not facts. For example:
Pro Tip: Always address the emotions behind their concerns rather than correcting their statements with facts.
Empathy means stepping into the patient’s shoes and understanding their perspective. Here’s how to practice it effectively:
When dealing with upset patients, avoid the following:
Follow this step-by-step process to address patient concerns effectively:
Addressing feelings builds trust and prevents negative reviews. Patients who feel heard and valued are less likely to leave a bad review and more likely to recommend your services.
Takeaway: Emotions drive customer behavior. By resolving feelings, you protect your brand’s reputation and foster loyalty.
Never fight emotions with facts. Whether in professional or personal settings, acknowledging feelings and responding with empathy will always lead to better outcomes. Remember, life is subjective, and addressing emotions can turn potential conflicts into lasting relationships.
Watch the full episode: Dealing with Upset Dental Patients & Protecting Brand Reputation.