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An apology for making a mistake…a lesson from JetBlue

In the USA Today on February 22nd the CEO of JetBlue offered up a full-page apology to the world for the guffaw on holding passengers against their will on their planes while waiting for the Valentine’s Day weather to clear up.  While the offense seems egregious the speed and sincerity on the part of this airlines and its CEO, David Neeleman, to assume total responsibility for this screw-up is amazing.  Click on Mr. Neeleman’s name to read their open public apology and learn more about the steps they are taking to prevent this kind of problem to happen again. 

So, what are the implications for dentistry?  None you say?  Oh contraire.  What about the length of time patients “wait hostage” in your receception room….or for some of us it’s a “waiting room”.  What kind of dispensation do you provide for making your patients wait for more than 20 minutes? When was the last time you apologized for a mistake made in your office and what was the outcome?  What is going through the minds of your patients? 

Dr. Ron, THE DENTAL COACH 

Dr. Ron is the only Master Certified Dental Coach (MCC) on the planet. He has blended 20 years of clinical dental practice with executive roles in financial planning and investment management along his graduate business training to provide his clients with the tools, support, and accountability to accomplish more. About Dr. Ron, "I count you as one of life’s best finds", says Dr. Gary Imm of Reisterstown, Maryland. He has authored many articles; manuals; ThinBooks ^tm; TeleClasses and if you visit http://www.drarndt.com you can receive one of his FREE reports, "9 Painful Mistakes Dentists Make in the Hiring Process"

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