Turn Criticism Into Business Growth | Medical Monday - Ep 71

Today we're diving into a crucial topic for any business owner: the importance of customer feedback. Whether it's positive or negative, all feedback is valuable because it provides insight into what you're doing right and where there's room for improvement. I make it a point to ask every single person who walks through our doors for feedback. We’ve automated this process so that after a patient checks out, they receive a prompt to rate their experience. If it’s a five-star rating, they’re directed to leave a review on Google, helping us boost our online presence.

We also follow up with those who don’t purchase from us, asking why they chose not to buy and how we can improve. This helps us refine our services and processes. Consistently asking for feedback has allowed us to adjust our offerings and test new markets while staying true to our core services in weight loss, hormone therapy, sexual health, and aesthetics. However, it’s important to keep your focus. Don’t let customer requests push you into areas that don’t align with your brand’s pillars. This could dilute your marketing efforts and decrease your overall income.

Remember, your staff is more important than your customers. While the saying "the customer is always right" might hold some truth, your team is the backbone of your business. Replacing staff is far more costly than replacing a customer, so it’s vital to support your team while still holding them accountable to your core values. When it comes to handling negative feedback, take it as an opportunity to win over that customer. Treat them well, address their concerns, and turn them into advocates for your business. 

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

(1:02) -  Negative Feedback

(2:40) - We stay strong in our services

(4:32) - Listen to feedback

(6:17) - "Rate your experience" placards

(8:12) - Your staff is more important than your customers

(11:30) - Conclusion

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