AS25BS20
Prevent, Neutralize, Recover: The 3-Pronged Opportunity to Move from 1 to 5-Star Experiences
Date
April 27, 2025
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The American Psychological Association’s annual “Stress in America” survey has shown COVID-19 is having post-traumatic effects on our society. One impact is increased sensitivity to everyday challenges, resulting in shorter fuses. A call, an interaction, or a talking point may begin with frustration and end in disaster. Have you ever heard…
A parent calls from an oral surgeon’s office saying the orthodontist’s extraction letter and x-ray aren’t there. And the reply is, “We already sent it.” The parent replies through gritted teeth, “They do not have it. Why not?” Then the bombshell, “I SAID I already sent it.” The hackles are up, and the parent's attitude escalates from frustration to, “OH NO YOU DIDN’T!” How do you think that will end? I suggest watching the Google reviews after such an interaction.
We must remember our patients are more “on edge,” so we must be more “on point.” Whether you are a doctor, clinician, or administrative team member, this presentation has actionable tips for common scenarios ensuring you not only neutralize and recover from frustrating experiences but also prevent them!
A parent calls from an oral surgeon’s office saying the orthodontist’s extraction letter and x-ray aren’t there. And the reply is, “We already sent it.” The parent replies through gritted teeth, “They do not have it. Why not?” Then the bombshell, “I SAID I already sent it.” The hackles are up, and the parent's attitude escalates from frustration to, “OH NO YOU DIDN’T!” How do you think that will end? I suggest watching the Google reviews after such an interaction.
We must remember our patients are more “on edge,” so we must be more “on point.” Whether you are a doctor, clinician, or administrative team member, this presentation has actionable tips for common scenarios ensuring you not only neutralize and recover from frustrating experiences but also prevent them!
Learning Objectives
- Discuss the importance and understand the characteristics of neutralizing versus igniting a frustrated patient experience and its impact on the practice’s reputation.
- Explore actionable habits and tips to prevent patient and family frustration.
- Understand how frustrating moments provide a unique opportunity to transform a 1-star moment into a “WOW” 5-star experience, interaction, and impression.
Speaker
