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.
(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
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