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Your Control in Your Practice

Your Control in Your Practice

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Posted on 06-06-2011

This past week, some of the Dental Matrix team went to a pizza joint on a lunch break.  We were dismayed that the pizzeria was not only closed, but had a sign with the words, "Due to events beyond our control, we are closed for today."

The problem wasn't that they were closed, as much as how they relayed the message.  Because they said the closing was beyond their control, it felt like a weak excuse that a late employee in a traffic jam might make.  

It turned out that the place was closed because of a gas leak, which really was beyond their control.  However, the message would be better received if the pizzeria said "Closed - Our Apologies," or simply just "Closed" with no explanation.  At least then we would see the pizzeria in a position of strength, even if they weren't acting in a way we agreed with.

In your dental practice, know that you gain no points for shifting responsibility off yourself, even when things happen that you couldn't have prepared for.  If you take 100% responsibility for your patient's experience, you will always have their respect, even when you or circumstances fall short of satisfaction.   

Bunny said:

An answer from an expret! Thanks for contributing.

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