In today’s episode, Michael talks about his recent trip to Disney World with his family, and the customer service experience they had. Nick and Michael discuss the importance of proper training and knowledge for staff members in order to provide a positive experience for patients. They draw parallels between the Disney World experience and the urgent care industry, emphasizing the need for staff to be well-trained on the services offered and to effectively communicate with patients. They also discuss the missed opportunities for upselling and providing additional services due to a lack of understanding. 

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