It Pays To Get Your Patients To Complain ...

... then quickly and satisfactorily recify that complaint.

Here's what one research study found with regard to people who spend money on big ticket items but are, for some reason, unhappy. This would apply to virtually every dental procedure ...

* Only about 9% of the people who are unhappy will remain loyal to your practice ... if they don't complain.

* If they complain but don't get the problem resolved to their satisfaction, only 19% remain loyal.

* If they complain and you ultimately solve the problem to their satisfaction, 54% will stick with you.

* Solve their problem to their satisfaction quickly, however, and happy days are here again with the loyalty factor jumping to 84%.

Re-check those numbers. Pretty discouraging ... or encouraging ... depending on how you look at them, aren't they?

Copyright 2007 by Galen Stilson