“What absolutely irritates patients to infinity and beyond is when the perception is established that not only did you fail to get it right…you also failed to care about it. They feel taken advantage of, and this naturally will cause them to not do business with you again — and to tell everyone they know how badly you screwed up.”
This is what can happen when a billing error occurs or a cavity that was filled doesn’t sit right. We are all going to make mistakes, and people, for the most part, will be okay with that. But what they don’t like is when a mistake has been made, and it is played off, blamed on someone else or worse yet, no one takes responsibility for it.
When we make a mistake, even if it wasn’t you, make sure to care about it. Your patients and employees will deeply appreciate it.