MANAGING CONSTRUCTIVE FEEDBACK

A word on managing Customer feedback, both good and constructive.

From time to time we have patients who take the time and provide us with feedback, either by way of SMS, email, phone, in person or online.

Firstly positive feedback, i.e. a testimony is relatively easy. We can simply acknowledge the source and post it depending on our association and board guidelines.

Negative or constructive feedback a little trickier.

I believe we are all expert at what we do and operate at the highest integrity. I also believe patients oftentimes project other issues onto us, looking to blame. This then leads to demanding refunds or free consultations etc.

There are however, times when the patient is trying to be reasonable and communicate constructive feedback and we need to take this on case by case.

The default position of CFCWC is we don’t refund consultations. This potentially implies you may have done something wrong which could create other problems down the track.

From time to time however, it is fair and reasonable, and makes good business sense, to offer a ‘gesture of goodwill’ by way of conciliation.

Most of the time all our patients want it acknowledgement and a great way to do this is with goodwill. For example, you may offer a credit on product purchased at their next consultation.

In conclusion may I suggest if you are subject to some not so positive feedback before you act talk to Linda or myself and we will round table a suitable response in the best interest of the patient, the practice and you.

About the Author:

Dr. Andrew Arnold (Chiropractor) is the ‘Practice Leverage Expert’; Principal Chiropractor and owner, Cranbourne Family Chiropractic and Wellness Centre; Business Consultant; Founder, Million Dollar Wellness Practice. Andrew is married to Dr. Linda Wilson, the Stress Specialist and has two children, Isaac and Bella. He lives in Melbourne, Australia.

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