Don’t be drawn into emotional confrontations. When dealing with an unhappy patient, stay focused on the issue at hand. If the patient criticizes you personally, don’t respond in kind. Calmly restate the issue… which usually redirects the patient’s attention to the original concern… and concentrate on resolving the problem to the patient’s satisfaction.

Hear what Dr. Levin has to say at the ADA… a week from today! He’ll be speaking at BIG Idea: Small Group Practice… a special day-long conference on Oct. 19, preceding the ADA annual meeting in Denver. For details, click here.