These reasons are:
1. 80% of the patients registered complaints about rude, snooty, over-bearing employees who exhibited a non-caring, abrupt, trying-to-be-in-control attitude. Enough to make people leave the practice despite liking the doctor.
2. 70% of the patients objected to the manner in which the fees were explained.
4. Over 50% of the patients cited that they not only had to wait for the dentist, but no one ever told them how long they would be waiting, so they felt they sat forever.
5. 35% of the patients equated poor physical surroundings with outdated care and services.
6. 45% of the patients said that they were never told about the work that was to be done. They just received a bill and were expected to pay it.
7. Many survey respondents mentioned that the dentist was often unavailable, even during regular office hours.
8. 69% of the patients were upset about no being heard when they had a problem. Most of the time, the office defended themselves and told the patient that they were in the wrong.
The White House Office of Consumer Affairs shows:
96% of unhappy clients never complain.
91% of those clients who don’t complain will not buy again from the business that offended them. The average unhappy customer will share their negative story with at least nine to fifteen people. Worse, 23% will tell more than 20 people.