Sometimes You Just Say Sorry
The AP ran a great story this week about the University of Michigan doctors found that when they admit that they made a mistake and offered compensation before the patient sued them that they actually had a lower number of suits filed.
Doctors aren’t perfect any more than you and I are, but this isn’t about the insanity of malpractice insurance, or law suits or insurance claims. This is about the UofM health care system doing the right thing. A sincere apology is the number one way to diffuse a situation where your client has ill will towards you. Why do you think we teach our kids to apologize as soon as they hurt someone’s feelings or push them off the playground?
When you screw up admit it, apologize and work as hard as you can to solve the problem. Offer them a discount, or a rebate, or some form of logical compensation. Fix the issue quickly in their mind and they’ll forget that there ever was a problem.
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