Optometry patient care involves getting to know your patients' names and faces, especially those who return year after year. However, you'll sometimes encounter a patient who returns after they've been rude, left a bad review, complained about your products, or caused a scene in your practice. How do you react in these situations?
We first have to keep in mind that we all have bad days and make mistakes. Usually, the best course of action in the face of conflict within your practice is to keep neutral. You want the patient to feel cared for, think highly of your professionalism, and hopefully return. This doesn't change for negative patients. Let's go over three common scenarios and how you can respond to them.Read More