Mastering Customer Service | Medical Monday - Ep 74

11 Min Listen

Customer service is at the heart of everything we do, second only to integrity, which I believe should be a given in any company. In my experience, customers want three simple things: a flawless product or service, quick delivery, and friendly interactions with our staff. If we can consistently deliver on these, we'll not only meet but exceed expectations. That's why I emphasize the importance of core values and standard operating procedures (SOPs) in our business. SOPs ensure our team provides consistent, high-level service across all locations, helping us build strong relationships with our clients and elevate our brand.

For us, customer service goes beyond just being polite—it's about creating an exceptional experience. We teach our staff to greet every patient by name, ask about their lives, and make them feel like part of our family. We've also empowered our team with a no-questions-asked policy, allowing them to make decisions that enhance the patient experience. Small touches like offering coffee, tea, or personalized room scents can make a big difference in how clients feel about their visits. These efforts help us achieve that five-star, Ritz Carlton level of service that leaves a lasting impression.

Finally, the most important aspect of customer service is genuine care. We must remember that our clients are the ones who enable our business to grow and thrive. By treating them with respect, understanding their needs, and following up with them regularly, we can build a loyal customer base that supports our business through referrals and positive reviews.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(1:04) - The importance of customer service

(4:30) - Staff empowerment

(5:45) - Clients not patients

(6:20) - Ask for reviews

(7:12) - Simple tips

(8:23) - Care!

(9:20) - Conclusion

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