Academy of Chiropractic Personal Injury & Primary Spine Care Program

Quickie Consult 44 OS

From the Desk of Dr. Mark Studin
Academy of Chiropractic
Preamble: Many of the issues I bring to you are very small, yet each issue is just that, an issue. If you take care of the small issues, then you will be able to build and more importantly, focus on the bigger issues...a larger practice and more family time.

"Customer Service and Abdication Vs. Delegation"

44 os

We are in the service industry. Yes we help people get well, but so do many others in your community and unless you deliver outstanding customer service you can be assured that your patients will end up in another office.

Do your patients:

  1. Wait too long in the reception area to be seen
  2. Be put on hold for too long
  3. Be treated like an outsider through a glass window that is always shut in their faces
  4. Have to tolerate dirty bathrooms
  5. Do not get call-backs when promised
  6. Not have their insurance questions resolved
  7. Not get complimented
  8. Not get welcome letters
  9. Not see a happy, supportive staff

AND… On and on…

The list is too long but we can never forget that although we deliver a valuable service, we are also in the customer service industry building loyalty to our brand (our office).

I am making the same commitment to you. Myself and my staff MUST provide the same high-level of service and meet your needs on a timely basis. Therefore, if I am not meeting your needs, or things get lost in communication I demand that you call, email or text (or send a singing telegram) and give me CRAP… I deserve it. IF… my Web sites or staff doesn’t meet your expectations I expect the same level of communication and feedback from you. I welcome ALL constructive criticism as it is how I get better. Some of you (Ron) are all over me with the slightest issue and although some (Ron) are a pain in the ass… I appreciate the feedback so we can serve you better and meet your needs.

We can all do better and we have to strive to be the best at every level!

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