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.

A Little Lagniappe!

One of the rights of passage if you live in Texas is having a truck.  After nearly 18 years in Texas I broke down a bought a truck last year.  Now I feel like a real Texan!

Just last week I had the truck in the shop for some routine work.  When I returned to pick it up, I was surprised to see the decorative metal hitch cover on the back of the truck wrapped in Styrofoam and plastic.   A few months earlier, someone had slightly rear-ended my truck at a traffic signal and bent the hitch cover.  It was nothing major, but was one of those things that bothered me every time I looked at it.

When I inquired about the specially wrapped hitch cover, Paul, my mechanic, ceremoniously unwrapped it to reveal a hitch cover that looked like new.  Paul had taken it upon himself to repair it at no charge as a nice added bonus.  I left the garage with a smile on my face.  I was satisfied about the work I had asked him to do, but I was ecstatic about the small added bonus I had not asked for!  Now where do you think I will go next time my truck needs work?

In French Louisiana they have a word for what Paul did.  The word is “Lagniappe” – something given as an extra gift or bonus.  It is not expected, but creates just that much more loyalty. 

So what is your lagniappe?  It may not be something you do for every patient every time, but when the situation is right and the opportunity arises, a little lagniappe can carry your patient all the way home with an even bigger, brighter smile on his or her face.