We fielded a question this past week inside our Life By Design For Chiropractors ELITE Doctors group and it prompted a deeper conversation on today’s episode.
How do you handle unhappy patients? The answer is…”It depends!”
As per the usual response, it depends on the context.
How we would handle a customer service issue with a long time patient who has shown their loyalty to our business, invested thousands of dollars and referred many thousands more, is going to be very different than how we address a prospect calling in and not happy with a policy of ours.
Here Is What We Covered
- Do you have a customer service culture? Is it conscious and planned? Do you have customer service rules & guidelines?
- Kreso’s story of a prospect that messaged 5 minutes after leaving Day One. He was unhappy, unsatisfied and wanted a refund. Find out how Kreso handled this case and why it ended in a positive way (which was NOT starting care).
- Is there an acceptable refund limit? When would we give it all back? When do we draw a line in the sand and say “no way!”?
Thank you for listening to Life By Design – The Podcast For Chiropractors… The voice of reason in Chiropractic.
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Dr. Jamie Richards
Dr. Jamie Richards is a consultant for chiropractors looking to transition and thrive in a 3rd Paradigm Chiropractic model. He helps doctors develop the entrepreneurial skills to maximize community impact and leverage leadership into profit.