#120 Dealing With Unhappy Patients
Aug 17, 2020•18 min
Listen to this episode in Metacast mobile app
Don't just listen to podcasts. Learn from them with transcripts, summaries, and chapters for every episode. Skim, search, and bookmark insights. Learn more
Episode description
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 an unhappy client? 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.
What We Cover
- 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!"?
For the best experience, listen in Metacast app for iOS or Android
Open in Metacast