Medical Empires17 Mar 2025

How Do You Approach Patient Feedback and Satisfaction? - EP 164

Today, I'm breaking down our optimized system for client feedback at Genesis—and trust me, this is a game-changer. First things first, we don't call them patients; we call them clients because they're professionals investing in a better lifestyle, not just sick people needing treatment. Just like the Ritz-Carlton mindset, we believe in exceptional service, top-tier professionalism, and always putting the client experience first. And that's exactly why we've built a fully automated review system that ensures we're getting feedback from every single client—after every single visit.

Here's how it works: Our EMR system automatically sends follow-ups via text and email, requesting reviews. If it's a five-star review, they're directed to Google, Yelp, or Facebook to share it publicly. If it's lower? We fix it, immediately. And let's be real—if you're worried that asking for feedback will bring in a flood of one-star reviews, that's a you problem. If you provide exceptional service, you'll get exceptional feedback. And if not? Then you've got gaps in your business that need fixing—fast. At Genesis, we maintain a 4.9-star rating across 80 locations, not by luck, but by owning our feedback, solving problems, and consistently improving.

The bottom line? Client feedback is your greatest tool for growth. If you're not asking for it, you're leaving money on the table. Whether it's addressing a bad review, training your team, or finding hidden weaknesses in your system, every review is an opportunity. So take the time to set up a system that works, make feedback a priority, and most importantly—act on 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

(0:25) - Optimized System for Patient Feedback in Genesis

(2:45) - Importance of Asking for Reviews

(7:41) - Handling Negative Feedback

(8:35) - Examples of Excellent Customer Service

(11:50) - Legal Considerations and Review Strategies

(13:37) - Outro

Denne episoden er hentet fra en åpen RSS-feed og er ikke publisert av Podme. Den kan derfor inneholde annonser.

Episoder(300)

Life Happens For You, Not To You (And I Can Prove It) - EP327

Life happens for you, not to you, is the one belief Dr. Alex Spinoso would keep if he lost every other framework. Here's why he means it in his bones. If he had to throw out every book, quote and fram...

30 Okt 7min

How to Stop Your Clinic From Running Your Life - EP326

You started your practice for freedom, more money, your own schedule, a higher standard of care. Then somewhere along the way it flipped and now you're the provider, the biller, the HR department and ...

28 Okt 42min

Dolly Parton Said No to Elvis: The Business Lesson That Made Her Rich - EP325

Everyone remembers the wigs, the rhinestones, the big laugh, the "dumb blonde from the mountains." Almost nobody realizes that was the strategy. Dolly Parton pulled off what I'd argue is the single gr...

23 Okt 7min

Why I Walked Away From a Nearly $500M Offer for My Medical Business - EP324

We had a 10x offer on the table for Genesis Lifestyle Medicine, almost half a billion dollars and we walked away from it. I sat down with Josh Ponton on ASHER Health's Standing in the Gap and told the...

21 Okt 1h 46min

The $360,000 Decision That Made Sylvester Stallone - EP 323

In 1975 there was a broke, 29 year old actor with about a hundred dollars to his name, no car and a face partially paralyzed from birth that gave him a slurred way of talking every casting director in...

16 Okt 6min

The Smartest Way to Grow Your Med Spa (Most Owners Get This Wrong) - EP 322

I joined Neal Karski on the Aesthetics Millionaires Show for a conversation every med spa and clinic owner needs to hear, especially the ones who think the path to wealth is opening more and more loca...

14 Okt 57min

Genghis Khan Killed So Many People It Cooled the Planet - EP 321

Here's a fact that sounds made up but isn't: the Mongol Empire killed on such a massive scale that scientists say it measurably cooled the entire planet. I open this one with that because it's the str...

9 Okt 5min

How I Built a Medical Empire From One Rented Room - EP 320

I sat down with Chris Kille on the Building Great Companies podcast and told him the whole story, including the part most people skip. Before Genesis Lifestyle Medicine was a nine figure company, my w...

7 Okt 34min