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    The top 5 things you never want to hear a patient say

    These five complaints will make any dental professional cringe.

     

    Annoyed woman

    “I’m NEVER coming back.”

    There are some patients that we are not too upset if they decide to leave the practice. (In fact, we want them to!) But, that is rare. Losing patients is a critical problem to any business. How many people will they share their rage with? My guesstimate is at least 10 people will know that they fired a dental practice. It becomes a snowball since we are interconnected one way or another.

    A simple question when you hear this is “What would change your mind and keep you at this practice?” The answer may not be doable. But, ask. Never hurts to ask.

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    Lisa Newburger, LISW-S
    Lisa Newburger, a master's level social worker supervisor, helps audiences find humor in talking about tough topics. Her "in-your-face" ...

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