Some patients are short-sighted, greedy and selfish.
Extend yourself a little and they’ll want a lot.
Offer a free whitening case one week and they’re angry that it’s not available the next.
“The coffee in the reception area was not piping hot!”
The challenge of winning more than your fair share of the market is that the best available strategy–providing remarkable service and an honest human connection–will be abused by a few people you work with.
You have three choices: put up with the whiners, write off everyone, or, deliberately exclude the ungrateful curs.
Firing the patients you can’t possibly please gives you the bandwidth and resources to coddle the ones that truly deserve your attention and repay you with referrals, applause and loyalty.
Talk to you soon.
(Thanks to our friend Seth Godin.)