“He gave us the opportunity to interact and come to aims for further progress”

I’ve often asked to address the topic of “dealing with difficult customers“. While I appreciate the request, I can’t help but think that there is no such thing as a “difficult customer”, there are only “customers with difficulty”.

Separating traits and states is sometimes difficult for us to do. Behaviour, after all, looks the same regardless of the cause. However, I’ve found that people are more willing to forgive those who are in, for example, a self-absorbed state (or phase) than tolerate someone who is a “self-absorbed person”. Furthermore, separating the person from the problem helps avoid the spell of what Ori and Rom Brafman, in their book “Sway: The Irresistable Pull of Irrational Behaviour”, the diagnosis bias. The authors suggest that “the moment we lable a person or situation, we put on blinders to all evidence that contradicts our diagnosis.”

Understanding that people rarely act the same way in all circumstances is useful in generating the much needed empathy that will sometimes influence the “difficult” person to have less difficulty.

We’ve all had difficulties in life. But regardless of the severity of our difficulties, they need not define us.

I really learned a lot from “Getting inside your patients heads” – learning about the phases a person can go into and how best to deal with people whilst they are in these phases.  This will be very easy to apply, and I will be helped by remembering that the way the person may be acting at that time may just be a phase and try not to react to them but respond to them in a positive way.  I found “Delivering on your Promise” difficult as this highlighted that as a clinic we have a lot of work to do and I personally did a lot of self evaluation to my own role and where improvements can be made. Our instructor seemed to enjoy the subject and that made it a positive experience. He gave us the opportunity to interact and come to aims for further progress. It didn’t feel like a ‘lesson’ and that made it easier to take in the information and use it to relate it to our clinic.

Administrative Assistant, The Harley Street ENT Clinic, London

Get your Practice Marketing Score

Take our FREE “Practice Marketing” quiz. Get your score and benchmark yourself to practices around the world.

GET YOUR SCORE

Find articles on:

What our clients say…

“In a matter of weeks, we already saw results with LiveseySolar. Far before we were even finished with our project.”

Erik Chotiner, MD, FACS, Ophthalmologist

“The whole group has been very, very professional. We’re quite early in the stages, but we can see the benefits.”

Dr Nick Mantell , MBChB FRANZCO

“They’re very professional. They know what they’re doing, but they also put us at ease. This helped us to cut through what’s needed to get what we want.”

Mr Praveen Patel, MA (Cantab), MB BChir (Cantab), FRCOphth, MD (Res)

“It’s wonderful to work with an agency that engages on our level and understands our market.”

Dr Anton Van Heerden, MBChB; FRANZCO, Ophthalmologist

Get your Practice Marketing Score

Take our FREE “Practice Marketing” quiz. Get your score and benchmark yourself to practices around the world.

Get your score

Related Posts

Meet our Founders

We’re passionate about helping leaders of high-quality, growth-minded practice owners double their revenue

Rod Solar

Founder & Fractional CMO

Rod co-founded LiveseySolar and acts as a Fractional CMO for our customers. He’s on a mission to help transform the lives of 10,000 people with vision correction surgery by 2024. To achieve that, he inspires his customers to make confident decisions that will help 50,000 people take the first step towards vision correction.

Read more

LiveseySolar completely transformed the way we were approaching this… We’ve gone from having just the dream of having a practice to having a practice up and running with people making inquiries and booking for procedures… It’s extremely pleasing. We feel lucky we connected with LiveseySolar.

— Dr Matthew Russell, MBChB, FRANZCO, specialist ophthalmic surgeon and founder of VSON and OKKO

Laura Livesey

Founder & CEO

Laura Livesey is the co-founder & CEO of LiveseySolar. She has developed powerful refractive surgery marketing systems that increase patient volumes and profits for doctors, clinics, and hospitals, since 1997.

Read more

Rod and Laura know as much about marketing surgery to patients as I know about performing it. They are an expert in the field of laser eye surgery marketing. They know this industry inside out. I believe that they could help many companies in a variety of areas including marketing materials, sales training and marketing support for doctors.

— Prof. Dan Reinstein, MD MA FRSC DABO, founder of the London Vision Clinic, UK