Most of us like to think of ourselves as good listeners, and that the act of listening is an attribute. In fact, it is a skill. Visit any practice website and you will see the owners extolling the virtue of their ‘patient-centric’ ethos. Whilst I am sure all are genuine in their passion to put the patient at the heart of everything they do, we must listen to our patients to understand their needs. This is especially important for more established businesses, who think they know their customer base. Chances are, they do, but why leave something as important as your future income to chance?
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