Walmart’s Breach In Customer Service
A Great Example To Learn From

My respect for Walmart and their management actions just went down about 10 notches due to an inconsiderate, lazy, not-well-thought-out decision - which screamed as an absolute breach in customer service.  This was not an accidential breach, but rather a purposeful, self-centerd decision on the part of the Walmart managment.  

The one great thing about this happenstance however is that it caused me to think about how we as chiropractors (and our staff) consider the immediate needs of our patients.  I'm sure many chiropractic clinics have insulted their patients with similar breaches in customer service.  

However the only difference is that Walmart should have known better being a multi-billion dollar organization which should have done loads of research on superior customer service practices - dut they just didn't care about the customer in this case!  

As a busy chiroprator with a small staff you may not think about the needs of your patients in all aspects of customer service in the same respect as a large company such as Walmart, but you should!  

 

We should learn from instances like this Walmart one - which is why I'm sharing it with you.

 

It's 11:45pm Sunday night right now and I'm tired so I'll get right to the point on this post. 

 

Your dedication to providing top-notch customer service should:

1. Be well thought out

2. Consider the needs of the consumer

3. Cater to the majority vs. the minority

 

A few minutes ago I just left the Walmart located at 68th & Memorial in Tulsa, Oklahoma and figured that I should blog about my experience.  I figured that it would be best to write while it's fresh on my mind.

I'm sure you're all aware that Walmart locks two sets of it's doors after 9:00pm each night.  They close the garden center and department store entry forcing customers to use the grocery store doors.  I beleive this makes sense - I would imagine that it saves on payroll as well as cuts down on potential theft and increases security.  

The breach in customer service however lies in the fact that the managemnt decided to only offer two open registers - however not on the same side of the store as the open entry/exit.  This forced all customers to have to walk across the front of the store to get to an open register.  Then after checking out the consumer had to walk back across the front of the store again in order to exit the store. 

There were actually two registers opened side-by-side.

Out of curiousity I mentioned to the cashier (realizing that he probably wouldn't have much to say about this situation), however he proved me wrong - and he was very honest.  The cashier explained to me that you can only purchase tobacco products at register 23 (I believe it was 23) and that was the reason why he figured this to be the case.

So here's the breach - according to the Center for Disease Control only 19% of American adults smoke.  So for less than 20% of its' potential customers the management at this Walmart decided to force the other 81% of its' cusomers to walk across the store twice in order to buy groceries.

As opposed to opening one register close to the entry/exit and the other at register 23, they decided to do what they felt was most convenient for them versus the customer.  

 

In your practice, how are you catering to your customers (i.e. your patients') needs?  Are you being purposeful in attemp to give them a pleasant, efficient, convenient experience each and every time they visit your practice?  Do you care more about their convenience or yours?  What messages are you sending to your patients?

My recommendation - learn from this Walmart's thoughtlessness and breach in customer service and do what's best for your patients.

A Simple Radius Adjustment Tip That
Will Make A HUGE Difference


This simple radius stabilization tip will help you to adjust the radius using less force. As a result your patients will feel little to no discomfort in comparison to if you adjusted the radius without using this tip. This stabilization tip will therefore allow you to adjust the radius more effortlessly and effectively.

Chiropractic Wrist Adjustment
Using The Forward Roll Thrust™

There are three primary motions that the doctor should learn and use when performing the chiropractic wrist adjustment.  The first of these motions is the Forward Roll Thrust™. 

To successfully perform a chiropractic wrist adjustment area you should learn to keep the wrist in one horizontal plane, without moving it downward during the thrust.  

The Forward Roll Thrust™ is a relatively simple motion in which you will simply "roll" your hands forward in a circular type motion.  

Imagine if you were holding a marble between your fingers and thumbs and you simply rolled your hands forward around that marble while keeping the it in the same exact postion durin the entire movement.  That's exactly what you will do when using the Forward Roll Thrust™

As you learn to use the Forward Roll Thrust™ when performing the chiropractic wrist adjustment, you will provide better quality care to your wrist patients.  The adjustment will also be easier and more effortless for you and you will be able to feel the carpal bone move through a fuller range of motion.  Most importantly the patient will not experience significant pain or discomfort during the thrust.

3 Short Phrases to Unlimited New Patients

I am always amazed by the power of a word - or in this case by the power of a few simple phrases.  I will share with you my number-one best new patient referral generating tool that I used every day for years in practice.

The great thing about this system of getting your patients to refer more of their family and friends to you for chiropractic care is that ANYONE can do it.  You don't have to be a genius.  You don't have to be a superstar or have an outgoing personality to use this new patient generating tool.  

All you have to do is to follow directions and do it consistently and your practice will reap great benefits!

Here are those three short phrases:

1. That sounds like it could be a chiropractic condition.

2. You ought to think about getting them in here sometime.

3. Do you think you could do that for me?

 

Now I realize that these three short, simple phrases don't seem to be significant - they're not at first glance - but when you understand how to use them in the right context they will do magic for your practice!

Here is a step-by-step approach of how you should use these three short phrases with your current patients:

During routine visits you will have a couple minutes to engage in conversation with your patient.  I don't recommend being totally silent and I don't recommend "small talk".  Yes a little bit of silence and a tiny amout of small talk are okay - in fact they are both helpful components to generating referrals - but just in moderation.  

As you listen to your patient's comments they will often send you "clues" about family and friends who may be in need of chiropractic care.  

One of the biggest mistakes that chiropractors make at this point is to go right into "selling" or recommending they refer that person in for chiropractic care.

As opposed to jumping right into "selling mode" you will gain MUCH BETTER RESULTS by allowing the patient to think about how serious their family's or friend's potential health condition is and allow them to come to a realization that they should refer that person in for chiropractic care.

No you don't just allow this to happen - rather you direct the conversation to get the patient to come to that realization.

So when a patient say's "we went roller skating last weekend" - your goal should be to find out if anyone got hurt.  You do this by asking probing questions that of course are not too obvious.  If the patients says something like "my husband took a hard fall and limped off the skating rink" this will give you something to talk about and lead into a referral conversation.

After you are finished adjusting the patient you should ask them some specific questions about their husband's fall at the skating rink.  Ask questions that lead's the patient to wonder if their husband was more seriously hurt than what they had originally thought.  What you're doing here is getting that patient to think about the injury and in the process they will convince themselves that they'd better bring their husband in for a chiropractic evaluation.

Your discussion only needs to be a minute or so - not long at all.  Then before you complete that visit with the patient you will use those three short phrases by saying -

 

"Sally with what you told me about your husband's injury"

"- That sounds like it could be a chiropractic condition"

"- You ought to think about getting him in here sometime"

"- Do you think you could do that for me?"  

 

After you ask that question you should stop talking, look at the patient's chart and start documenting their notes and allow them to answer - 99.9% of the time they will say "Yes".  

As soon as that happens you say "follow me" and you walk them up to your front reception counter (to an available staff member) and say "Amanda, Sally's husband Jim had an injury over the weekend while roller skating and it sounds like it could be a chiropractic condition, she wanted to get him in for a chiropractic evaluation so I'd like you to place his name in the schedule book for tomorrow in the new patient opening at the same time that Sally is scheduled to come in."

Then you turn to walk away - you stop - and say... 

"oh one more thing Amanda - Make a note in the appointment book next to Jim's name that there won't be any charge for his examination."  

Then you should walk away and continue with your next patient.

Your staff should be trained to confirm the appointment, arrange to verify insurance benefits and follow up with standard office protocols for new patients.  

Over half of these referred patients will come in for that scheduled appointment and become a new patient in your practice.

4 MUST HAVE Success Pillars in Your Business

 
As an avid stock investor I have spent literally hundreds if not thousands of hours over the past several years analyzing the performance of hundreds of companies across many different industries and market sectors.

In all my research I have observed a few consistent characteristics of those companies that are the most successful in their particular industry.  In every case that a company was within the top 10% of their industry I found that there were four key elements that those companies possessed.

Likewise when you consider the top chiropractic clinics in any geographic region they too possess these four key elements to business success.

You can think of these four success points as four pillars holding up a roof.  If any one of them is missing the other three pillars will not be able to withstand the weight of the roof and thus the roof will collapse.   These four success points are also key to a business becoming ultra successful (in the top 10%).

 

Here are those four key pillars to ultra business success:

  1. Niche:  You must "own" a specific segment of your industry.  Every ultra successful business has tapped into a consumer want and/or need in the marketplace and they figured out how to own that niche.  Your niche must be different, unique, simple and narrow.
  2. Expert:  Once you've defined your niche you must be able to "deliver the goods" at a higher level of excellence than what is standard in the marketplace.  If you want to really "own your niche" and maintain that positioning you've got to become known as the expert and you must become extraordinarily proficient at whatever your niche expertise involves.
  3. Marketability & Marketing:  Your niche expertise must be something that the marketplace is already looking for.  If you try to offer something that nobody wants, your niche may be different and unique and you may be the expert at that niche, but you won't be able to sustain business if the marketplace isn't already looking for what you're offering.
  4. Systems:  When you establish consistent systems it allows everything to work harmoniously in your business and it will improve your productivity and happiness.  Working hard is important to achieve success, but working hard on the wrong things will put you out of business.  Creating systems within your business will allow you to focus on what's most important which will cause you to succeed at a much higher and less stressful level.

 
One of the most powerful niches within the chiropractic field is becoming laser focused on providing extraordinary hand, foot and other extremity care.  Most chiropractors focus primarily on the spine.

Assuming the population of the town you live in is larger than a couple thousand people, you have an enormous opportunity as a practicing chiropractor.  There are literally thousands of patients suffering with hand and foot problems and virtually none of them have even the slightest clue that a chiropractor could help them.

Ask yourself this question... would your rather practice in the 90-percentile of chiropractors in your community or would you like to practice in the top 10%?  When you decide to become the exclusive Chiropractic Hand & Foot Clinics Of America™ doctor in your town we will help you move into that 10-percentile group.

 

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