The most expensive patient in your practice isn't the one who complains. It's the one who leaves happy and never comes back. They don't leave a bad review. They just stop booking. On a $1M book of business, that silence adds up faster than any review ever could. Are you measuring the patients who left, or only the ones who complained? Episode three of The Patient Experience Strategist is live! Link in the comments.
The patient everyone worries about is the one who complains. The one costing you the most is the one who says nothing and just stops booking. That reframe changes what a practice should actually be measuring.
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