Great Recoveries

During our ToPS “Total Immersion” course this week In Philadelphia, we talked about great recoveries. Sometimes things go less than perfect with patients. Those unfortunate situations can be great opportunities.

Pam Peterson, our lead ToPS Practice Advisor shared a “great recovery” that happened this last week in an office she was visiting. A patient had scheduled appointment that did not make it into the appointment book. When he arrived, the team was caught off guard and made an attempt to accommodate him, but before they could, he left in a huff swearing he would never return. Pam arrived on the scene just as he left. She called him and when they finally connected, she apologized and told him he had every right to be upset. He then apologized for over-reacting. Pam asked if he would give the team a second chance. He agreed. She then insisted on sending he and his wife to dinner, compliments of the practice. He was wowed. Needless to say, he will be back! And my guess is that he will be a loyal patient for a long time.

Every team makes mistakes. But it takes an extraordinary team to make a great recovery. So the next time things go less than right, make it right. Make a great recovery and you’ll create a patient for life.