Some people will say, “I love surprises!” You know who does NOT love surprises? Your patients!
Imagine this: you go in to get your oil changed. You know exactly how much an oil change costs, and that’s what you expect to pay. When they hand you the bill, you’re surprised to see all these extra charges—a fixed headlight, fresh wiper blades, maybe even a new battery. You didn’t ask for all that. You just wanted an oil change!
This is how patients can feel after a procedure. They go in for a cleaning, and on their way out, they get charged for all these extra things. Not the kind of surprise people want!
The solution is simple: communication. When you notice a problem, tell the patient right away. Explain what you found, then ask if you can fix it. Go over the procedure beforehand so patients aren’t surprised when they see the bill. You’ll earn their trust and make them want to come back!
Some things just shouldn’t be a surprise. If you can relate to the oil change conundrum, you’ll definitely want to share this quick funny video with your team members. You’re in for a good laugh!
And be sure to check out this fantastic article about why communication is so critical to the success of your practice.