I love being a lactation consultant, but there’s no denying that it’s hard work. In addition to managing the complexities of clinical work, there’s always a little voice in the back of my mind saying “If your magic wand doesn’t work, this family is going to hate you.”
While part of me wants to brush this off as just imposter syndrome, another part of me doesn’t want to lose sight of how important it is that my clients be satisfied with the care I give them, whatever the outcome. In such a relationship-based business, reputation counts for a whole lot.
I’ve worked with hundreds of families over the years, and with most of them we’ve closed out our clinical relationship on friendly terms. Some have had me back for their next babies, and many have recommended me to their friends.
But you know which clients are burned in my mind? The one who burned me on social media. The one who sent me the scathing email. The one who asked for her money back. It hurts so much to get negative feedback, and while you get over it, you never really forget it.
I would do absolutely anything to turn back time and say something different in these situations. Each time, I’ve honestly examined my practices and made changes for the better, even when I’ve felt like I did do everything I could for these families. I’m a strong believer that we can always improve how we do things.
I’m so grateful for the community of IBCLCs and the way they lift me up when I’m down, and push me to grow, improve, and stay committed to families. I’ve learned so much from them over the years, and have come up with something really special just for us: