Description
In an increasingly connected world, business professionals must be aware of how negative customer experiences can quickly and easily be shared through the internet and social media. Dermatology is no different and Dr. Joel Schlessinger has heard of many cases in which a practice's reputation has suffered when patients shared their poor experiences. In this video, he shares tips on how to best deal with these situations and help the patient.
One recent example shared by Dr. Joel Schlessinger involves a patient who was referred for a follow-up treatment at a different facility without understanding the costs involved. While the procedure from the dermatologist's office only cost $1,800, the follow-up treatment cost around $20,000. The patient published her account of the experience in the New York Times and the dermatologist took the brunt of the blame for the case.
When an incident like this occurs, Dr. Joel Schlessinger notes the importance of reaching out to the customer directly. Offer a complete and polite explanation as to why the outcome occurred and offer constructive ways to deal with the issue. He also notes the importance of clear communication with the patient from the very beginning. Be sure that the patient understands all aspects and costs of the procedure before they decide to undergo treatment.
