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.
(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
