The last time I checked, none of us is perfect. No matter how hard we try, at some point, we will make a mistake.

While mistakes will inevitably happen, there’s good news. A mistake can be overcome.

So, what should you do when you make a mistake in your practice or with your customers?

Let me share an experience I had recently.

After scheduling an appointment at a local spa, I had a disappointing session with a massage therapist. When I shared my underwhelming experience via an online survey, the spa owner contacted me to offer a replacement massage with a different therapist.

I ended up having a great experience with the second therapist and have already recommended her to a few friends and family members. Not only did they win my business back, this spa converted me into a referral source.

And it all started with a bad experience.

How was this spa able to move me from disgruntled customer to referral source?

Time is of the essence.

The first thing this spa did was send a customer experience survey before I had a chance to bash them online. At the end of the survey, I received an immediate response letting me know that someone would be contacting me soon about the experience.

Follow up with your customers directly after they receive services. Ask your patients about their experience at check out or send a survey via text or email.

Do what you say you’re going to do.

The spa owner personally called me within 48 hours to apologize and handle the situation.

Let your patients know when they can expect to hear from you after a mistake and follow through.

Make no excuses.

The spa owner didn’t make any excuses for my experience. She only expressed her desire to make things right.

A disgruntled patient doesn’t want excuses, they want empathy. Apologize for the situation, empathize, and only explain what happened if it’s helpful (but make no excuses). 

Repair the damage.

In my case, I received a replacement massage, free of charge, to make up for my negative session.

Offer your patients a refund, discount, or free service. I have clients who like to keep Starbucks gift cards handy. When patient wait times get too long, they provide the gift card as a “thank you” for their patience.

Ensure the next experience is a great one.

When I went in for my replacement massage, they put me with their best therapist, bending over backward to ensure a good experience. And it was! So much so that I’m scheduling my next appointment and referring others.

When you make a mistake, act quickly, apologize, and repair the damage. Use it as an opportunity to learn and grow. Or better yet, turn an unhappy customer into a raving fan!

Because…

It’s not a matter of whether or not you make a mistake. You will.

It’s how you handle the mistake that makes all the difference.