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    6 lessons to take away from the presidential race


    4.     Passing the buck

    I wrote this blog while waiting in a doctor’s office. I arrived 30 minutes early and he was running three hours behind schedule. Yep. I waited 3 ½ hours for my non-urgent, wellness visit. How many different excuses do you or your employees give patients for being late or missing a promise date? (For example, the fabrication of a patient’s eyewear takes weeks instead of days.) How did my provider handle the situation? He walked in the room, shook my hand and said with a most disarming smile, “Thank you for waiting. What can I say? I was having a bad hair day and you were caught up in it?” I admired his moxy and ability to move forward with the exam without excessively sharing TMI (too much information).

    Recent: How your nonverbal cues may be choking your practice

    GOAL: Control yourself masterfully – Inspire loyal employees by being accountable for your decisions and actions.

    Donna Suter
    Donna Suter is president of Suter Consulting Group.

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