Scripting Tip: Don’t say that a staff member “tried her best.” This language suggests that the individual has limitations. However, parents and patients aren’t coming to your practice for limitations. They choose your practice for exceptional service. Rather than saying, “She tried her best,” reassure the parent or patient by saying, “She will take care of that.” Patient and parent satisfaction depends on many factors, including a sense that team members are very helpful.

Friday Freebie: Read “3 Things You Should Never Say to Your Team” by clicking here.