After we customize the patient email messaging system (usually during Kickstart), we also need to train clients and help them implement it. During training we typically get staff “push back.” Push back is normal, just part of the process, right? It’s human nature. We are all creatures of habit. We find comfort in routine, and when someone asks us to change, we push back.
Routine is good, no? It’s a form of discipline. Routine itself is a type of system. What I mean by that is this: We do the same things, at the same time of day, and in the same order – a natural system! But routine can also be bad, especially when it interferes with personal, professional, or business growth. We ALL rationalize our routine to avoid stepping out of our comfort zone.
So, in my role as trainer, I find it helpful to talk about the good and bad forms of routine. Even though we all instinctively know all about it, if we don’t actually “say the words,” then we tend to cling to the routine. Saying the words causes reflection, examination, and facilitates change.
Implementing email messaging requires changing the routine. Regardless of the system you choose, if you’re not ready to commit to a new routine, don’t even start. That said, here are the typical “push back” excuses leading to lost revenue potential.