Regardless of your political affiliations, I think that we can all agree on the fact that this Presidential Election has changed the landscape of politics as we know it. Many, many lessons are being learned, and the old way of doing things has effectively gone away forever. The biggest change is simply transparency. Candidates, voters, everyone now knows that there is nothing to hide anymore, that the super digital, superfast, super machines of the 21st century will always be working to give clarity to voters that in the past would not have been attainable. These change will bring more accountability, and more clarity to so many times in our lives that we now have to adjust and assume that if someone or something really wants to see thru the smoke, it will happen sooner or later.
Can you see where this is going in relation to your practice, staff, clients and community? The reality is that we need to apply the same principals of transparency to our hospitals each and every day. The faster a practice can show their true colors, the better chance that it will attract the right kind of business. Explain, you say Dan….
It’s like this: no ONE business is perfect, and no TWO situations are ever, EVER the same when it comes down to it. Whether it is a bad review correctly or incorrectly assessed that lives forever in cyberspace, or a service that you may not provide or feel comfortable providing, or in a more likely scenario, that client that is just not working out, the quicker you can get to the truth, and offer an honest explanation, good or bad, the better off. Information moves just too quickly these days, and bad info ever faster. Don’t be afraid to say “no” if the answer is NO. But always be prepared to back up a “no” with a reason. Even if a client or employee or whomever does not like the reasoning given for why the practice would prefer if they took their dog somewhere else, or that the employee needs to put a limit on the time spent on the phone during work hours-whatever the case may be, be clear and be quick to get to the point. You will sleep better at night and be able to have closure on the spot without letting feelings or thoughts of how you should have handled a situation continue to nag at you long after the fact. In the moment, it may feel very uncomfortable, but as soon as you are transparent with the situation and hit it head on 100%, not 60& not 75% not 99%, you can move on and not waste any of your valuable time and energy constantly glancing in the rearview. You can just drive straight down the transparency highway and maybe even crank up the tunes!
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