Some of my happiest patients never come back!

A couple of years ago I was waiting in Penn Station to celebrate the holidays with family on Long Island. The beautifully renovated terminal was bustling with people walking with purpose, as is usual in New York, but the energy was a little lighter.

As I waited, suddenly I notice a man walking directly toward me. I didn’t recognize him. As he got closer he called my name—and pronounced it correctly. I started to feel embarrassed because I still didn’t recognize him. I held my breath. He stopped before he got too close to raise alarm. He smiled warmly.

“Dr. Strachan, I used to be one of your patients. It was years ago.? You helped me on the first visit—so I didn’t need to come back. I tell everyone about you.? Thank you! Anyway, Happy Thanksgiving!” He walked away.

Truth be told, this isn’t the first time this has happened.

It might seem strange that a practice owner would be pleased that a patient (I don’t call patients customers) didn’t come back. But I was lit up inside after this encounter.

At my practice we are delighted to provide our expertise to people who need, want and value it. We have numerous patients who have followed us around the city for years or who travel across state lines and continents, year after year, to see us. We love that. But someone “never coming back” can also be a win.

Not all problems can be solved in one visit. And, of course we want patients to come back to us for their dermatology needs. But if we have fulfilled our mission for a patient after seeing them once then we are delighted. And more importantly, usually they are, too. I say usually, because there are some people who prefer to drag things out even when the solution is simple.

Patients should go to a doctor to get their own needs met. It’s not their responsibility to continuously return unless returning is to address their own need or want. This patient came once and we solved his problem. It was quick and easy.? He “never came back” and is our biggest fan. He went out of his way to share his good feedback. He is not a “come back customer” and yet he is helping to build our practice. Win-win!

I’ve spent decades honing my expertise so that my patients can get their problems solved as quickly as possible. Medical school, residency training and board certification are not easy. I did the long, hard work so that my patients don’t have to. I love working with people who appreciate that be they patients or clients looking for medical experts or speakers.

Visit our website to learn more about the services we offer to solve your skin, hair and nail problems as quickly as possible. Message me if you have needs outside the exam room.