It’s human nature to make excuses when we fall short of our goals. We’ve been doing it since childhood, remember the classic “my dog ate my homework”?
Excuses often persist into professional environments. You’ve likely heard them in your own office:
- “It’s cold season, people are calling in sick.”
- “I didn’t have time to handle collections this month, my schedule was packed.”
While these explanations may seem harmless, chronic excuse-making can quietly erode a practice’s success. The key to changing this pattern lies in your response. If your default reaction is simply, “Okay,” you’re unintentionally allowing it to continue.
Common Excuses—and Better Responses
1. “Everyone is cancelling because they have a cold.”
In the past, we reassured patients they could still come in with a cold, our team was always protected. While the post-pandemic landscape has changed that, we’re not powerless. Maintain an active VIP/ASAP list of patients who are ready to come in on short notice. Make sure your team is comfortable using it. When cancellations come up, ask: “How many patients are on the VIP list, and have they been contacted?”
2. “I didn’t get to, because I was too busy.”
We all get behind. The right response: “I understand this week was hectic, but this task still needs to be completed. Have you scheduled time next week to catch up?” This reframes the excuse into a planning opportunity and helps foster accountability.
3. “I thought someone else was handling that.”
Without clear ownership, things fall through the cracks. That’s why detailed job descriptions and clearly defined responsibilities are essential. If this excuse comes up, respond with: “That task is part of your role. When can you get it done? Would adding it to your schedule help?” Some offices even use task checklists submitted daily, weekly, or monthly to reinforce clarity and accountability.
The Bottom Line
Excuses are inevitable but they can be minimized. Equip your team with tools and systems that empower action over avoidance. Building a solution-focused culture takes intention and consistent effort from leaders, but it’s a critical ingredient for long-term success.
Start by looking inward: Are you making excuses for your own delays at work, at home, in life? Or are you identifying and implementing solutions? Leading by example is one of the most powerful ways to influence your team.
