Stop Brushing Off Complaints: Why Customer Feedback Deserves More Than an Eye Roll
- Ashley Boaz
- Dec 11
- 4 min read
Updated: 5 hours ago
In every business—especially in healthcare and dentistry—there’s a tendency to shrug off complaints as “just another day dealing with the public.” The truth? Many practices have conditioned themselves to treat every frustrated patient, every annoyed caller, and every unhappy customer as an inevitable nuisance rather than what they often are: valuable warning signs.
Customer complaints aren’t always personal attacks. Sometimes they reveal cracks in your systems, gaps in communication, and patterns in team behavior that leaders can no longer afford to ignore. And if you’re committed to building a thriving, patient-centered practice, you must get serious about listening, identifying patterns, and acting on what the feedback is really telling you.
Let’s talk about how to do this the right way.
1. Complaints Are Data—Not Drama
When a patient says, “No one explained this to me,” or “I’ve been waiting 20 minutes,” or “Why am I getting this bill now?” they’re not necessarily being difficult. They’re telling you:
Your communication points might be unclear.
Your processes may be inconsistent.
Your team may be overwhelmed or not aligned.
Instead of dismissing the feedback, collect it. Document it. Track it. Customer feedback—positive or negative—is free business consulting directly from the people who experience your systems firsthand.
If three different patients mention the same issue within 30 days? That’s not a coincidence.
That’s a pattern.
2. Look for Patterns in Team Responses
One of the most overlooked elements of customer service breakdowns is the staff reaction to the complaint.
Whenever you hear your team say:
"They always complain about that.”
“That’s just how people are.”
“We can’t control that.”
“They should’ve known better.”
…it’s time to pay attention.
These responses tell you two things:
A. Your team may feel unsupported or burnt out.
Dismissive language often comes from employees who feel overwhelmed, unprotected, or unheard. They may be using defensiveness as a shield because they’re operating at capacity.
B. You may have normalized the abnormal.
If your team has accepted dysfunction as “the way things are,” you’ve already lost visibility into broken processes.
And when leadership overlooks recurring complaints, the team learns to ignore them too.
3. When to Stop Dismissing Complaints
A good rule of thumb: If the same type of complaint comes in more than twice in a quarter, it’s operational—not personal.
Stop telling yourself it’s the public being dramatic. Start asking:
Did we provide clear expectations?
Did we communicate the same message consistently?
Did we follow our internal workflow?
Did we fail to follow up?
Is this issue linked to one specific department or a particular team member?
When you see repeat themes, you have your roadmap for improvement.
4. Complaints Can Reveal Silent System Failures
Some of the most common issues practices overlook include:
• Breakdown in communication
Patients don’t magically understand finances, treatment plans, or scheduling protocols. When they’re confused, that’s on the business.
• Scheduling bottlenecks
If patients frequently complain about wait times or appointment confusion, the root cause is inefficiency—not impatience.
• Front desk overload
If the same staff member is always “snappy,” “rushed,” or “short,” it may not be an attitude problem. It may be a capacity problem.
• Missing follow-through
Many customer frustrations come from promises made but never completed. “No one called me back.” “I was told someone would fix this.” These statements scream lack of accountability.
5. Leaders Must Dig, Not Deflect
Dismissing complaints is a leadership blind spot. It’s easy to chalk everything up to the nature of customer-facing work, but strong businesses don’t operate like that. Strong businesses get curious.
They ask:
What is this complaint really about?
Where did the breakdown happen?
What system, policy, or communication is responsible?
How can we prevent this from happening again?
Leaders who investigate complaints build trust—internally and externally.
Leaders who ignore them create environments where problems multiply quietly until they become unmanageable.
6. How to Take Customer Feedback Seriously
Step 1: Create a simple complaint log.
Track:
What the complaint was
Who it involved
The time and setting
Resolution
Recurring themes
Step 2: Debrief without blame.
Address issues with curiosity, not accusation.
Step 3: Train based on real patterns.
If scheduling is the #1 complaint → that’s the next training topic. If financial misunderstandings are common → adjust your scripts and workflow.
Step 4: Close the loop.
Tell your team—and your customers—what you fixed. People respect businesses that own their mistakes.
7. Sometimes… They’re Right
The reality is simple: Not all complaints come from an unreasonable customer. Not all feedback is exaggerated. Not all customers “just need to calm down.”
Sometimes the customer is absolutely right—and addressing their concerns head-on may be the easiest win for your practice.
Correct the issue. Communicate clearly. Train your team. And watch patient satisfaction and staff morale rise together.
Business Consulting 101: Elevating Your Practice Starts With Listening to Feedback
Customer feedback is one of the most powerful tools for growth. When you take it seriously, recognize patterns, and stop dismissing legitimate concerns, you transform your business from reactive to proactive.
At Mint Conceptions, we help practices diagnose these hidden issues, refine systems, build stronger teams, and elevate the entire service experience.
If it’s time to stop brushing off concerns and start leveling up your operations—#WeCanHelpWithThat
Ready to take control of your business and unlock your full potential? Mint Conceptions business coaches will help you design systems that fuels growth, profitability, and long-term success. Contact Mint Conceptions team of HR consultants, business coaches, and business consultants to help tailor solutions to fit your unique business needs.
Comments