Medical Empires

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.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(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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Let's talk about the dreaded one-star review. If you've been in business long enough, you're bound to get one. It's not always fair, and it's not always rational, but it's part of the game. In today's episode, I break down why one-star reviews aren't the end of the world—in fact, they can actually be a golden opportunity. I share how we handle them in our companies, how we turn unhappy customers into raving fans, and how we deal with the ones you just can't please no matter what. Yep, those "habitual one-star reviewers" exist—and they've been to every clinic in town.

But here's the thing—complaints are a sign that you're growing. More customers mean more opinions. The key isn't to fear complaints, it's to have a system for handling them. I walk through our internal process: how clinic directors step in first, how we decide when to refund or go the extra mile, and when we simply take the L and move on. I also dig into how pricing plays into all of this—why you shouldn't chase bottom-of-the-barrel prices and why bargain shoppers aren't your best clients. If you're focused on service, timeliness, and a positive experience, you'll always come out ahead.

Finally, I touch on something every business owner needs to remember: there's always going to be that one person you can't please. The Ritz has them. The ARIA has them. You will too. But that one-star review doesn't define your business—your sea of five-star reviews does. In fact, a few less-than-perfect reviews actually make your feedback look more real and trustworthy. So don't freak out. Just keep delivering, keep improving, and bury the negativity with overwhelming value. Let's dive in.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(0:30) - Managing Customer Expectations and Handling One-Star Reviews

(4:14) - Handling Complaints and Maintaining High Standards

(4:30) - Customer Service and Delivery Standards

(5:33) - Dealing with Difficult Clients and Maintaining a Positive Reputation

(7:20) - Final Thoughts

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Today's episode starts with a heavy-hitting quote from Seneca: "We suffer more in imagination than in reality." And man, that couldn't be more accurate. If you've ever lost sleep over a made-up problem that never actually happened, this one's for you. As entrepreneurs and high-achievers, we live in our heads—we plan, we stress, we analyze every possible disaster before it even has a shot at happening. And while some of that mental gymnastics can be useful, most of the time, it's just us torturing ourselves. So today, I'm breaking down exactly how to stop suffering over stuff that isn't even real.

First off, get over yourself. I say that with love. You're not a god, you're just a hard worker. And that's a good thing. Too many people walk around thinking they're destined for greatness just because they believe it. But here's the truth: you're not special because of your birthright—you're special because you show up and do the damn work. Success doesn't come from hype or self-proclaimed greatness. It comes from outworking, outlearning, and outexecuting everyone else. So let's stop obsessing over what might go wrong, and instead, let's put our energy into action.

Second, your mind is powerful—but it cuts both ways. If you're not intentional with your thoughts, your brain will spiral into worst-case scenarios by default. That's why you have to train your imagination to visualize winning. And most importantly, stay present. Stop living in the future and start executing right now. Action kills anxiety. So when your brain starts throwing out "what ifs," respond with movement—make the call, hit the gym, do the work. That's how we win.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(0:30) - Overcoming Imaginary Suffering: Introduction and Context (0:00)

(1:50) - Breaking Down Imaginary Struggles: Self-Awareness and Humility

(3:00) - Harnessing the Power of the Mind: Visualization and Focus

(4:10) - Staying Present: Execution Over Prediction

(5:12) - Conclusion and Call to Action

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In this episode, we're talking about one of the most important currencies in business: trust. I share how trust has played a massive role in scaling from a single location to over 80 clinics—starting with handshake deals, growing into multimillion-dollar contracts, and the shift in how I approach trust as we've scaled. We dive into the difference between getting people to trust you and actually being trustworthy. If people don't trust you, they won't buy from you, work with you, or follow you—period. And being trustworthy isn't just about character, it's also about being competent.

We talk about how trust affects not just your clients, but your team. From transparency with your staff to building a culture where people feel safe, seen, and supported—it all comes back to whether they believe you'll follow through. I share stories from early in the Genesis journey, including working without contracts, fixing hiring mistakes, and the dangers of letting competent but toxic people stay on your team. We also unpack the idea of "strategic transparency"—knowing what to share with your team and when—without making them carry unnecessary stress.

Toward the end, we get into the higher-stakes side of trust: how success changes your circle and why the more you grow, the slower you have to be to trust. I talk about people using your platform, your name, or your resources to push their own agenda—and how to protect your time and energy. We also cover how to take reasonable risks, the emotional side of being let down, and why, even after being burned, you still have to trust again. Because without risk, there's no growth. And if you want to build something big, that's just part of the game.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(0:20) - Trust as the Foundation of Success

(2:50) - Being Trustworthy vs. Manipulating Trust

(13:45) - The Role of Competence in Trust

(15:31) - Long-Term Trust in Business

(33:00) - The Slow-Down Effect of Success

(40:39) - Managing Reasonable Risk in Trust

(46:50) - Recap of Trust-Building Principles

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In this episode, I'm diving into why community outreach is one of the most powerful tools for growing your business—especially in the early stages. A lot of us assume that once we open our doors and run a few ads, people will just show up. But the truth is, "if you build it, they will come" is complete nonsense in business. You have to actively go out, connect, and bring people into your clinic. I share exactly how I've done this—by partnering with local businesses like bridal shops, gyms, salons, and nail techs, and offering gift certificates or complimentary services that not only attract new clients but create real advocates in the community.

But outreach isn't just about short-term growth. It plays a huge role in long-term value, especially when it's time to scale or sell your business. Private equity firms and potential buyers want to see local market penetration. They want to know that your brand has presence, that your community knows you and trusts you. And in today's world, people want to support small, authentic businesses—not faceless franchises. So, if you're embedded in your neighborhood, if people feel like they know you personally, you've already won half the battle.

Finally, I talk about ways to get deeply involved—from your local Chamber of Commerce to entrepreneur groups, sports clubs, and charitable events. Being part of your local scene builds trust, visibility, and influence. The more present you are, the more people refer you. Locals become loyal, and loyalty leads to growth. If you want to be the go-to clinic or service provider in your area, it starts by showing up—consistently, authentically, and generously—for the people right outside your front door.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(0:30) - Community Outreach and Business Growth

(2:34) - Building Local Market Penetration

(3:07) - Engaging with Local Charities and Chambers of Commerce

(5:05) - Leveraging Local Connections for Business Success

Alright, guys, today we're diving into one of the greatest superhero movies ever made—Batman Begins. Now look, if you know me, you know I'm a Superman guy through and through. I mean, c'mon—he flies, he's got the moral compass of a saint, and he could bench-press a planet. But I've gotta give Batman credit. The dude is a billionaire who willingly trades silk sheets for cracked ribs every night, beating the crap out of Gotham's worst. That's some next-level grit. Honestly, Batman, if you're out there, I'll be your Robin, Nightwing, Red Hood—whatever. Just point me in the direction of the bad guys. I'm all in.

There's this one line in Batman Begins that hit me right in the chest. Bruce Wayne, masked up and in full Batman mode, looks at Rachel Dawes and says, "It's not who I am underneath, but what I do that defines me." Except he doesn't say it like that. He says it in that gritty Christian Bale whisper-growl, and man, that stuck with me. Before that moment, Bruce had spent years training and sacrificing. But to the outside world, he looked like another reckless rich kid. Rachel calls him out, and he doesn't defend himself with words or feelings—he drops that line. That line is everything. Because what he's saying is, it doesn't matter what you feel, believe, or intend—it only matters what you do.

And that truth? It doesn't just apply in Gotham. It applies in real life, in business, in your relationships, in every corner of your world. Too many people walk around thinking their good intentions mean something. But they don't. Execution is what defines you. Not your potential. Not your personality. Not your damn Pinterest board. Action is everything. You can feel like an entrepreneur, but if you're not selling, building, showing up and pushing forward, you're not one. You're a dreamer. Meanwhile, the person with half your talent is out there winning—because they do. So let's take a page from Bruce Wayne. Stop talking. Stop waiting. Suit up. Do the work. Because in the end, it's not who you are underneath. It's what you do that defines you.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(3:20) - Batman's Philosophy and Its Relevance

(3:50) - The Importance of Execution in Business

(5:00) - Batman's Example of Actionable Success

(5:40) - Outro

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In today's episode, we're diving headfirst into the world of failure—why it's not the end, but the beginning. I've failed more times in business than I can count, and honestly, that's been the foundation of my growth. I grew up in a household where failure wasn't tolerated for long—if you screwed up, you got up and did it again, but better. That mindset carried over into my business life, where failure isn't something I fear—it's something I've learned to expect, embrace, and learn from. Whether it's a failed marketing campaign, bad hiring decision, or blowing through $50k in ad spend with zero return, each moment taught me lessons I couldn't have learned any other way.

Failure has a way of exposing your weaknesses and forcing you to become better. It sharpens your strategy, builds resilience, and gives you the grit you need to win. I talk about the "dumb tax"—those expensive lessons you pay when things don't work out—but as long as you pivot, adapt, and use that failure to grow, you'll always come out stronger. It's a philosophy we carry through every level of our team and culture. We don't punish smart mistakes—we use them to refine our processes, train better, and create systems that evolve with our business. And yeah, sometimes it means tough conversations, and sometimes it means letting people go, but it's all rooted in growth.

So if you're in the middle of the mess—overdrafted accounts, doubting yourself, trying to figure out how to make payroll—just know you're not alone. Every successful entrepreneur has walked through that fire. You're not failing—you're building your story. The gritty, raw, no-sugar-coated version that will define your success later. Keep failing forward—because the only people who truly lose are the ones who never try.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(1:40) - Personal Experiences with Failure

(3:50) - Business Failures and Lessons Learned

(7:30) - Specific Business Failures and Lessons

(8:50) - Building Resilience and Mental Toughness

(12:30) - The Role of Passion and Ego in Entrepreneurship

(18:40) - Cultivating Resilience in Teams

(22:40) - The Importance of SWOT Analysis

(32:10) - Innovation and Proactive Problem-Solving

(58:10) - Final Thoughts on Failure and Success

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In this episode, I'm diving into exactly how we keep our medical clinics compliant so we never have to worry about getting shut down by the FDA or any other governing body. It all starts before we ever open our doors. Whether it's our first or fifth location, we always involve our legal team to make sure everything is legit—from business licenses and LLCs to registration and legal documentation. No shortcuts. We go through every requirement city by city to avoid surprises down the line. Once everything is cleared, our legal team signs off, and only then do we move forward.

Compliance doesn't stop at opening—we maintain it through constant communication and accountability. We hold monthly team meetings to go over any concerns, questions, or treatment issues so nothing gets swept under the rug. We've vetted all our medications and partner pharmacies to ensure they're LegitScript certified, and we conduct regular internal audits, even sending in undercover patients to evaluate compliance. If we ever spot a problem, we fix it immediately, update our SOPs, and retrain our staff on the spot. This process protects everyone involved—our staff, our patients, and our business.

I also cover the biggest legal mistakes I see clinics make—like using imported meds, reselling 503A prescriptions, or making unfounded medical claims. These shortcuts might seem profitable in the short term, but they'll always catch up with you. The truth is, real success comes from doing things the right way: solving real problems faster than anyone else and staying compliant every step of the way.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(1:00) - Risk Management and Liability in Scaling a Medical Business

(4:40) - Ensuring Compliance and Legal Adherence

(8:07) - Preventing Legal Troubles and Maintaining Integrity

(9:15) - Final Thoughts and Key Takeaways

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In today's episode, I'm diving into something most people don't see coming until it's too late—the trap of success. It sounds counterintuitive, but the more successful you become, the more at risk you are. When you've built a life of comfort, wealth, and security, it's easy to fall into the illusion that you've "made it." But that comfort? It's dangerous. It dulls your edge, kills your drive, and slowly pulls you away from the very mindset that got you there in the first place. That's why I believe the number one way to avoid this is to keep scaling your business. Not just for growth's sake, but because scaling keeps you sharp, forces you to solve new problems, and keeps your life complex enough to stay hungry.

I also talk about living and working in crisis mode—intentionally. I know it sounds crazy, but I believe in putting yourself in a position where you have to perform. That means not hoarding cash, but reinvesting aggressively, keeping your back against the wall. When you feel safe, you get soft. But when you're stretched, you hustle. You grind. You innovate. And one of the biggest accelerators of that mindset? Believe it or not, it's starting a family. There's this myth in entrepreneurship that family slows you down, but I'm living proof that's not true. My family hasn't derailed me—they've been rocket fuel. Having people who count on you makes you dig deeper. It keeps you grounded, focused, and connected to something bigger than yourself.

Lastly, I want to challenge you to find motivation beyond money. Because if dollars are the only thing driving you, eventually you'll hit a ceiling—and coast. And coasting is the first step to decline. You need something deeper. Whether it's legacy, impact, or proving something to yourself, you've got to find your "why" and let that be the fire that keeps you moving forward. Success isn't a destination—it's a setup for the next level. So stay uncomfortable. Keep pushing. The journey doesn't end when your bank account is full. The journey ends when you stop fighting. And if you're really in this to build something legendary, then you've got to stay in the ring.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(2:00) - The Paradox of Success and Comfort

(4:10) - Living and Working in Crisis Mode

(5:48) - Starting a Family for Motivation

(7:40) - Finding Motivation Beyond Money

(9:05) - Final Thoughts and Key Takeaways

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In this episode, we're diving into the power of being deliberate in every aspect of your life. Success isn't an accident—it's built through clarity, discipline, and execution. We're breaking down what it means to be 100% intentional in your decisions, from business and leadership to personal development and relationships.

We discuss how the most successful people operate, from how they structure their days, set priorities, and eliminate distractions to how they take ownership of their choices and stay hyper-focused on their goals. We also dig into the dangers of overthinking, procrastination, and fear of failure, and why action—no matter how imperfect—is always better than hesitation. You'll learn about the power list method, the importance of writing down your goals, and how creating a system for accountability can keep you on track.

This episode is packed with real-world strategies on how to be intentional in your business, your mindset, and your daily habits. We also cover leading by example, creating a culture of initiative, and surrounding yourself with people who push you to be better. If you're ready to stop reacting to life and start creating the life you want, hit play and let's get into it.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(0:25) - Intentionality and Its Impact on Success

(5:33) - The Role of Clarity and Visualization

(12:40) - Practical Steps to Becoming More Intentional

(27:31) - Overcoming Procrastination and Self-Sabotage

(28:00) - The Importance of Surrounding Yourself with the Right People

(52:40) - Leading with Intentionality

(54:10) - The Role of Failure in Success

(59:23) - Creating a Culture of Intentionality

(45:56) - Final Thoughts

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