Five Statements
Customers Never Want To Hear How to decrease trust and increase frustration by Susan Keane Baker
"There’s nothing we can do about it."
Comment: This statement conveys your powerlessness and/or your incompetence, especially if other people or organizations can do something about a similar request or situation.
"You’re not our only patient you know."
Comment: Patients translate this as "You’re not important to us."
Consider instead, "Is there anything I can do for you before I go to answer the call bell for another patient?"
"I hate to speak ill of a co-worker, but between you and me...."
Comment: Expressions of peer review made to patients decreases their trust and confidence in the entire organization. Patients also worry that you are criticizing them when they aren’t with you.
"We’re short staffed."
Comment: When patients hear this, they may think "poor dear, she’s doing her best." Or they may think, "Gosh, I’d better not let her go or I may never see her again." If you prefer clinging, anxious patients, comments about staffing can help guarantee that you’ll have plenty.
"I have no idea."
Comment: It’s virtually impossible to say this with enough compassion in your tone of voice to overcome the patient’s perception that you mean "I’m glad that I don’t know and am therefore unable to help you. I don’t want to know and I don’t care."
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