Medical Empires9 Huhti 2025

The 24/7 Customer Service Mindset (Part 1) - EP 174

Today, Amanda May and I dive into one of the most important core values at Genesis: customer service. This isn't just a department—it's a mindset. Whether you're in the medical space, running a service-based business, or just trying to improve the way people experience your brand, customer service is something that has to be baked into everything you do. It shows up in how you greet people, how your clinic looks and feels, and how much care you bring to every interaction. If someone can get the same treatment down the street, your level of service is what makes the difference. That's why we live by the 24/7 customer service standard.

We talk about what that mindset really means in action—from keeping your spaces spotless to handling ridiculous client requests just because it shows you're paying attention. I share a story about a friend who built a multi-million dollar furniture company just to solve a customer service failure he experienced. That's how serious it is. You also get to hear how we personalize service at Genesis—like remembering client details, building relationships beyond the transaction, and training our team using simple frameworks like ACA (Acknowledge, Compliment, Ask) to help them connect on a human level.

Customer service, at the end of the day, is about caring. It's about treating people like people—not numbers—and realizing that when someone walks into your clinic, they're trusting you with something personal. You can't fake that. You have to live it. From the way you listen to the questions you ask, every moment is an opportunity to build trust, deliver value, and create a brand people remember. This is just part one, but we're laying the foundation for what it takes to build a business around extreme ownership, intentional care, and human connection. Let's get into it.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(0:50) - Customer Service as a Core Value

(5:20) - The Importance of Customer Service in Different Business Models

(7:05) - Reinforcing Customer Service Mindset

(10:27) - Creating a Positive Customer Experience

(12:30) - Personalizing the Customer Experience

(16:05) - Teaching Listening Skills

(28:18) - The ACA Framework for Conversations

(32:08) - Connecting with Clients on a Personal Level

Tämä jakso on lisätty Podme-palveluun avoimen RSS-syötteen kautta eikä se ole Podmen omaa tuotantoa. Siksi jakso saattaa sisältää mainontaa.

Jaksot(300)

I'm Old Enough to Buy Eggs (Stop Shrinking Yourself to Fit In) - EP 311

Every Halloween growing up, my dad didn't just take us trick or treating. He dressed up too, in full costumes he hand sewed himself. And this grown man would walk right up to the door next to us and s...

4 Syys 7min

How to Structure, Scale and Protect a Business From Scratch | Operator Standard Q&A - EP 310

I sat down with a room full of operators from East Tennessee and told them to throw every business question they had at me. No script, no filter. Just real questions from people actually building and ...

2 Syys 1h 19min

Your ADHD Isn't a Disorder. It's a Ferrari Engine With No Track - EP 309

When I was a kid I got diagnosed with ADD. Back then they called it something else but the story was the same. I couldn't sit still. I couldn't shut it off. My brain was going a hundred miles an hour ...

28 Elo 7min

The Warm Body Trap That's Quietly Killing Your Clinic - EP 308

Picture the Trojans, ten years into the war. Ten years of dead sons, food running low, hope running lower. Then one morning the Greek camp is gone, the ships are gone and standing at the gates is a gi...

26 Elo 20min

The One Broken Detail That Defines Your Whole Business - EP 307

I was driving with a buddy a while back and we pulled up next to a Nissan Versa. Out of nowhere he goes, how much you want to bet the rear passenger hubcap is off? I said what are you talking about. H...

14 Elo 8min

You Become What You Tolerate in Yourself - EP 306

It's 11:14 at night. You're in bed, phone in your hand. You told yourself two hours ago you'd be asleep by 10:30. You're not. You scroll one more reel, then one more. You check email even though nothi...

7 Elo 7min

My Mom Has Dementia, What It's Teaching Me About Life - EP 305

With dementia you don't lose someone all at once. You lose them a little bit at a time. Some days my mom knows exactly who I am. Some days I'm just a kind face sitting next to her. And that has forced...

31 Heinä 9min

The Membership Mistakes Costing Your Clinic Six Figures a Year - EP 304

Can you say out loud right now exactly how much money is going to hit your account next month? Not a guess. Not "it depends on how busy we are." An actual number. Most clinic owners can't. And that on...

28 Heinä 19min