Any service industry is challenged with the care of its customers and, in orthodontics, our patients. Unfortunately, any product or service can have hiccups, and managing those disappointments with our patients and customers is critical to alleviate upset and improve stressful situations in practice. It may be that painful appliance, the miscommunication in scheduling, or misunderstanding on why front teeth need attachments. Orthodontics has several circumstances where patient complaints may arise. A stellar team knows how to listen, diffuse and address these issues.
LATTE for customer service is a technique originally developed by Starbucks and its thousands of team members. This acronym helps team members remember the customer care sequence when they can be flustered and on the spot. With the size and reach of an organization like Starbucks, they must have their share of complaints here and there. Let’s dive into this method of handling complaints:
Listen
Listen to the customer, and listen to understand the issue presented. This first step should be uninterrupted and allow customers to express their concerns and vent.
Acknowledge
Acknowledging their complaint is the next step. Let the customer know you understand the upset and confirm it so they know they have been heard. Just venting and ensuring they are listened to often goes a long way when there is a concern.
Thank you
Thank the customer for the feedback. A well-timed thank you is powerful since most people expect an excuse or a defense when complaining about an issue. Even negative feedback helps keep communication, and it is best to have the opportunity to resolve the issue before it ends up as a one-star review online. In truth, we should also thank the customer because they are making us aware of a problem that may be upsetting others, and being cognizant helps us address it.
Take action
Mistakes happen, we are human, and sometimes issues arise during treatment that is no one’s fault but part of the treatment challenge. Taking action is key to making sure to resolve the issue. Empower your team to take action and have ways to resolve problems without having to “ask the doctor” or “ask the manager” how to address a situation. The closer this action is to the front-line employee, the better your team will rebound and turn the customer back around. Often, there is an opportunity to take a negative situation and turn it into a positive experience.
Explain
Finally, explain what you did to resolve their issue—letting the customer on the resolution will bring closure to the concern and complete the recovery process.
