17 min

#120 Dealing With Unhappy Patients Life By Design | The Podcast For Chiropractors

    • Alternative Health

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!"?  

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!"?  

17 min