I recently read where fewer Americans agree with the statement that “most people can be trusted” than at any time in the past 40 years. Yet, building trust is critical to any successful business relationship, and I would argue especially in the business of delivering healthcare.
So how can you build trust with your patients, referral sources and even your staff? I believe there are four basic steps:
- Listen. I mean really listen. Step into the other person’s shoes. See the world through their eyes. Ask questions to dig deeper and reveal their greatest needs and concerns.
- Learn. Benchmark and track your performance. There is simply no way around this in 2018. You must promptly identify issues before they snowball and cause permanent damage. Not to mention, no one wants to learn of a weakness for the first time by reading it on social media.
- Adjust. This can be hard because people don’t like to admit they were wrong. Yet, this step can be the most powerful relationship-building tool you have. Be accountable. When you make a mistake or something is not going well, own up to it. Apologize and correct course. Then be sure to go back and let others know you heard them and made improvements to better meet their needs. And be sure you deliver on this new promise.
- Accommodate. Go out of your way to meet someone’s need. Be proactive. Inform. Educate. Make yourself accessible. Do the unexpected. Delight and dazzle others with the level of service you provide.
Trust. It is the firm belief in the reliability, truth, ability, or strength of someone or something. Take action to make others believe in you and your practice.