Joey talks about some of the amazing insights from his book, Never Lose a Customer Again, and gives us a fresh perspective on retaining customers, creating unforgettable client experiences and why it’s different from customer service, and how to differentiate yourself from a market full of low-priced and high quality services.
“The title ‘administrative’ is not really the sexiest title in the world. It implies, by the very nature of the language, that it’s a less important task, or it’s a more monotonous or more rote task for someone to do, when to your point, that’s the frontline of the client experience.”
“The therapists deliver the outcomes, but our admin team, they deliver the experiences.”
“We’re finding in the healthspace, the experience matters more than what a therapist does with their hands.”
“I see customer experience as a proactive activity, an activity that does its best to anticipate the type of feeling you want your customer to have at every touch point.”
“Customer service is more reactive. Customer service is usually who you talk to when something hasn’t gone as planned.”
“The best place to tell your stories is not necessarily in a printed magazine or on a radio ad or any TV commercial – it’s in the waiting room or the welcome room of your office.”
“It really is implicit on us as clinic owners to give our team incredible experiences, so that then they can translate that down to our clients.”