How to use the BLAST Blueprint to Diffuse Unhappy Patients and leave them Feeling Heard and Appreciated

Kay and Shannon spell out their preferred conflict resolution system and illustrate ways you can easily implement this process in your practice.     The show notes go even deeper and are located here: Read Full Transcript It’s often said that the best teacher is your last mistake. So true...those lessons we’ve learned the hard way and the problems we’ve faced because of them. We don’t ever forget those, do we?! In the body contouring world, one of our biggest problems can be dissatisfied patients. We’ve probably learned from some of those mistakes. Whether you’ve dealt with this before or not, every one of us will have an unhappy, complaining patient from time to time in the future. These patients may be dissatisfied with something you did or didn’t do. In other words, it could be something you need to correct in your practice. While other times your only mistake was missing out on detecting the potential problem from the outset...and preventing it by not treating the patient. Either way, when you have an unhappy patient with complaints, you must diffuse the situation and resolve her complaints. How do you do that? What is the best way to manage an unhappy patient? How do we best resolve complaints? We’re taking on this topic in the episode. We’ll share our blueprint for complaint resolution. And we’ll share a couple of key offerings we use to pacify unhappy patients. Let’s get started with our Complaint Resolution Blueprint. We use the BLAST Technique of complaint resolution. This technique was developed by Albert Barneto originally for the restaurant industry. Since then, it has been utilized by all types of service industries - banking, hospitals, cpa firms, digital firms...the list goes on. We like this technique because it provides simple steps that are easy to remember. The name itself, BLAST, is an acronym. And we like this technique because it includes all the crucial steps needed to successfully resolve any type of conflict. So what is B