Five years ago my dad needed to have a quadruple bypass, and he needed to have 3 of his heart valves replaced. The surgery came with significant risks. There was a 10 – 15% chance of death during or shortly after surgery.
There was a risk of stroke or heart attack during the operation. My father didn’t want to have the surgery – because of the risks, and based on things he was hearing from other people.
My sister arranged a meeting with my Dad’s surgeon and our whole family, where we could ask questions about the surgery so that my Dad could make the best decision.
The surgeon walked into the exam room to meet with us. He greeted us, shook our hands, and took a seat across from my Dad. I was the first to ask a question. “If my dad doesn’t have this surgery, what are we looking at?”
Here’s what I want you to hear; the way the surgeon answered my question. He turned to face me, and he said, Continue reading “What You Can Learn From Doctors About Delivering Bad News to Your Customers”