#120 Dealing With Unhappy Patients

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!"?