Chiropractic, It’s All About the Service
May 7th, 2010 // 9:21 am @ Dr. Todd Osborne // 2 Comments
Where has the service gone? I have been noticing lately at several places of business I have visited that they are really letting their service slip. During tough times, it is easy for a business to look for ways to trim the overhead here and there, but if they are sacrificing service they are just helping themselves to a slow painful death. I have walked out of 2 places of business this week, nothing to do with the product I was seeking, everything to do with terrible service, or in one case, just the lack of service. A place that has cut the amount of employees to try to beat the economy. Well, I had money, the economy did not cost them my sale, lack of help from an employee did.
My point for chiropractic businesses is to take a lesson from this. Yes we have the incredible chiropractic adjustment to offer to society, but what about the packaging of our “product”? How is your service. Are you sacrificing the service you offer to patients as a whole in order to trim your overhead? If so, that is not the way to do it. Trim the fat somewhere else, lack of service will cost you big time.
Yes we must deliver results clinically, but does that guarantee us success. NO, NO, and NO. There are many great chiropractic adjusters that are selling real estate, waiting tables, and other endeavors, not because they want to, but because they were forced to do so. Patients are looking for great service to go along with great results. How well are you and your staff trained on offering great service? Do you work on that side of your practice as much as you do on your technique, or on your insurance coding and billing? People will show up for great service even if they aren’t getting superior results. And people will stop showing up for superior results if they are getting poor service!
I am hearing of record after record being set in chiropractic offices all over the country, and it is all happening during a time when the economy is down and businesses are supposed to be suffering. These successful chiropractors are able to do this for a number of reasons, and one of those reasons is that they have found out how to offer great service, not just results, and people (patients) will pay for great service even in a down economy. If you don’t know how to offer great service then find out, you are worth it.
Category : Blog &Concepts &Featured Works &Practice Building
Chiropractor in Springfield, VA
1 year ago
Dr. Osborne,
I completely agree with you, you have to create a great experience for the patient. If you look at great companies out there like Disney and Apple they all create a great experience. I explain to my staff that everything they do is marketing, and marketing is everything.
Todd P. Sullivan, DC
dr_oz
1 year ago
Indeed, Dr. Sullivan. I think we chiropractors have been fooled, and fooling ourselves, for years thinking it is all about the adjustment. Chiropractic is all about the adjustment, but providing excellent service to accompany that adjustment is what builds successful chiropractic businesses. Appreciate the comment. Dr. OZ