Medical Empires

Customer service is at the heart of everything we do, second only to integrity, which I believe should be a given in any company. In my experience, customers want three simple things: a flawless product or service, quick delivery, and friendly interactions with our staff. If we can consistently deliver on these, we'll not only meet but exceed expectations. That's why I emphasize the importance of core values and standard operating procedures (SOPs) in our business. SOPs ensure our team provides consistent, high-level service across all locations, helping us build strong relationships with our clients and elevate our brand.

For us, customer service goes beyond just being polite—it's about creating an exceptional experience. We teach our staff to greet every patient by name, ask about their lives, and make them feel like part of our family. We've also empowered our team with a no-questions-asked policy, allowing them to make decisions that enhance the patient experience. Small touches like offering coffee, tea, or personalized room scents can make a big difference in how clients feel about their visits. These efforts help us achieve that five-star, Ritz Carlton level of service that leaves a lasting impression.

Finally, the most important aspect of customer service is genuine care. We must remember that our clients are the ones who enable our business to grow and thrive. By treating them with respect, understanding their needs, and following up with them regularly, we can build a loyal customer base that supports our business through referrals and positive reviews.

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

(1:04) - The importance of customer service

(4:30) - Staff empowerment

(5:45) - Clients not patients

(6:20) - Ask for reviews

(7:12) - Simple tips

(8:23) - Care!

(9:20) - Conclusion

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In today's episode, I explore a key trait that distinguishes elite individuals from the average: their approach to problem-solving. I share a story from a recent conversation that made me realize how essential it is to have a problem-solving mentality. The woman I spoke with struggled to make progress in her fitness journey because she was stuck on a simple obstacle—taking progress pictures. Her reluctance to find a workaround for not having a camera stand highlighted a fundamental difference in how elite people think: they always find a way to solve the problem, no matter the circumstances.

This brings me to three essential principles that are crucial for anyone aiming to elevate their life. First, the mindset shift from "I can't do this" to "I can't do it this way" is vital. There's always another way to get the job done. Second, the idea that "done is better than perfect" can be transformative. Perfectionism can paralyze you, but getting things done, even if they're not perfect, moves you closer to your goals. Lastly, relentless effort is the key to achieving results. Failure is often a stepping stone to success, and persistence will eventually lead you to the answers you seek.

Whether it's in fitness, business, or any other area of life, consistent commitment to problem-solving is essential for success. If you want to move from being just average to truly elite, these principles need to become a fundamental part of who you are.

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

(1:17) - Mind-boggling story

(3:07) - Three principles to problem-solving

(7:20) - Conclusion

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In this episode, we dive into the world of medical entrepreneurship, drawing from my own experiences in the industry. For those who may not know, I run a successful medical business, and I've had the privilege of mentoring others who are considering or are already on this journey.

We explore why now is an excellent time to venture into the medical field, especially post-COVID, and why entrepreneurship in general is always a worthwhile pursuit. We talk about the importance of providing exceptional service in the medical field, the challenges unique to medical entrepreneurship, and why having a solid partner with complementary skills can be the key to success.

We also discuss the common misconceptions that medical professionals have about entrepreneurship and how those skills we've honed in our careers are actually transferable to running a successful business. This episode is packed with insights on the realities of running a medical business, the mistakes I've made along the way, and the lessons learned. Whether you're just starting out or looking to scale your medical business, there's something here for everyone.

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) - Overview

(10:04) - Why is venturing into the medical world good to do right now?

(14:55) - Why to think twice before getting into the medical entrepreneurship

(17:44) - Medical entrepreneurship inside a medical space vs. outside a medical space

(23:18) - Stay away from these services

(30:12) - "Optimal health system"

(31:06) - The dumb tax

(34:58) - Badass move

(37:44) - Vertical integration powerhouse

(47:08) - DEF Con One can be used by other businesses

(49:30) - Conclusion

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Today we're diving into a crucial topic for any business owner: the importance of customer feedback. Whether it's positive or negative, all feedback is valuable because it provides insight into what you're doing right and where there's room for improvement. I make it a point to ask every single person who walks through our doors for feedback. We've automated this process so that after a patient checks out, they receive a prompt to rate their experience. If it's a five-star rating, they're directed to leave a review on Google, helping us boost our online presence.

We also follow up with those who don't purchase from us, asking why they chose not to buy and how we can improve. This helps us refine our services and processes. Consistently asking for feedback has allowed us to adjust our offerings and test new markets while staying true to our core services in weight loss, hormone therapy, sexual health, and aesthetics. However, it's important to keep your focus. Don't let customer requests push you into areas that don't align with your brand's pillars. This could dilute your marketing efforts and decrease your overall income.

Remember, your staff is more important than your customers. While the saying "the customer is always right" might hold some truth, your team is the backbone of your business. Replacing staff is far more costly than replacing a customer, so it's vital to support your team while still holding them accountable to your core values. When it comes to handling negative feedback, take it as an opportunity to win over that customer. Treat them well, address their concerns, and turn them into advocates for your business.

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

(1:02) - Negative Feedback

(2:40) - We stay strong in our services

(4:32) - Listen to feedback

(6:17) - "Rate your experience" placards

(8:12) - Your staff is more important than your customers

(11:30) - Conclusion

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If you've followed me for a while, you know I'm a comic book geek. Today, I want to dive into something from comic books that's crucial for successfully scaling your business. Many entrepreneurs struggle with hiring quality candidates, feeling frustrated and overwhelmed. This reminds me of the X-Men and Avengers—heroes who were recruited, not just found. Professor X sought out young mutants, training them to be superheroes, just like Nick Fury assembled the Avengers.

The lesson here is powerful: Don't just wait for talent to come to you—go out, recruit, and train them to be the best. At Genesis Lifestyle Medicine, we've embraced this proactive approach, and it's been a game-changer. I see myself as a recruiter, not just someone who posts job ads. I visit local schools, check out competitors, and hand-pick the people I want on my team. I cast a vision for what we're trying to achieve and show them how working with us will be better for their future.

If you're struggling to find good people, ask yourself if you're being passive. Adopting the mindset of Professor X or Nick Fury could solve many of your personnel problems. Don't just wait—actively recruit, bring people into your organization, and train them to develop the skills that will help them succeed and take your business to new heights.

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

(1:20) - Comic

(3:00) - Avengers

(4:21) - Don't be passive

(4:33) - Conclusion

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In this episode, we explore why many entrepreneurs plateau after covering their basic expenses, often siphoning off profits for personal luxuries instead of reinvesting in their business. We'll discuss the importance of channeling almost every dollar back into your business during the early years—and sometimes even a decade—to truly thrive and scale to eight figures.

I'll share my personal experiences and the strategies Brent and I have employed in 2024 to expand Genesis, build new facilities, and forge strategic partnerships. We'll talk about the substantial investments we've made, from costly machinery to acquisitions, and why these bold moves are essential for rapid growth.

We'll also tackle the common pitfalls that hinder business expansion, such as the fear of taking risks and a scarcity mindset. Many entrepreneurs stop taking risks after initial success, which stifles further growth. I'll explain how maintaining a sense of urgency and operating in "crisis mode" with minimal cash reserves can drive your business forward.

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

(0:24) - Overview

(1:37) - "Spend money to make money"

(4:35) - Mindset on investing

(7:48) - Mindset that gets people stuck

(10:43) - Best practices for bigger investments

(17:12) - You can find the money

(32:19) - What will get you bigger, faster

(34:20) - Vertical integration

(41:25) - Know when you need to say no

(46:13) - #1 principal

(49:35) - Courses

(51:50) - Conclusion

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Today, I want to talk about how we ensure our pricing is relevant and effective across our diverse range of clinic locations. Our clinics are spread out in very different areas, from high-end, expensive places like downtown LA, Nashville, and Dallas, to more rural locations like Fort Collins, Colorado, and Greenville, South Carolina. This wide range means we encounter vastly different income levels, making pricing a bit tricky. For example, our Frisco location in Texas is one of the most expensive neighborhoods in the country, while other locations might not be as wealthy. To stay profitable and competitive, we adjust our pricing based on the area's market while maintaining our high standards of service.

It's important to provide consistent five-star customer service across all our locations, even if pricing needs to vary. Some areas may have more competition driving prices down, while others allow for higher pricing due to demand. The key is to ensure that the quality of service remains top-notch. People will pay for excellence and consistency, just like they do for renowned doctors on shows like Dr. 90210 and Botched. By delivering exceptional service, we can command higher prices and attract more customers. The intake process, paperwork, and staff behavior are all standardized to ensure a uniform experience, regardless of location.

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

(1:05) - Relevant Pricing

(3:40) - Take into account your area

(4:12) - Conclusion

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Alright guys, I'm excited about today's topic because I know there's a hard-working entrepreneur out there who has built real businesses and is now at a painful crossroads. Maybe that's you, facing a tough decision that goes against every fiber of your being. A friend told me about one of his clients, a successful entrepreneur with seven businesses generating seven figures annually. He bought an electrical business, only to discover fraudulent financial data and severe personnel issues. Driven by core values, he realized his mistake—buying a company with people who didn't share his mission. Now, his logic tells him to shut it down as it hemorrhages money, but his integrity pushes him to fix it.

I've faced similar situations, where businesses weren't performing and required divine intervention to fix. Sometimes, you have to let the Holy Grail go, just like Indiana Jones in the third movie. When his dad told him to let it go, Indiana chose safety over obsession. If you're in a similar situation, remember: sometimes letting go makes good business sense. I've had to downsize, shut clinics, and take losses, but stepping back often led to greater success. It wasn't about pride or ego, but about making logical decisions.

So, if you're reaching for a holy grail and the ground is collapsing beneath you, remember Dr. Henry Jones's words: Indiana, son, let it go.

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

(1:20) - Crossroads

(4:00) - Let the Holy Grail go

(6:44) - "Son, let it go"

(8:12) - Conclusion

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Join us as we unpack the importance of being obsessed with making money, understanding what it means beyond the caricature of Scrooge McDuck, and the essential lessons of money management he surprisingly imparted.

We'll also discuss the critical difference between mere financial gain and tying your work to a dream, emphasizing the necessity of investing in yourself and maintaining a flow of finances that supports continuous growth. Hear real-life examples of how living below your means and reinvesting in your personal and professional development can propel you towards success.

We explain why following the proven paths of successful mentors to the letter can transform your business, and why it's crucial to have a dream that drives 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

(1:10) - Overview

(3:55) - Scrooge McDuck

(8:51) - Saving everything

(12:51) - Investing in yourself

(16:05) - Dream big

(21:00) - Living below your means

(25:12) - Trust those who have already done it

(33:10) - Be curious

(33:30) - Operate on facts, not feelings

(38:14) - Spiderwebbing

(43:06) - Vertical integrations

(46:27) - "Unite the clans"

(54:36) - Conclusion

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Communication is crucial when transitioning patients to the subscription model. We inform our patients of changes through email blasts, text messages, and phone calls, providing a 60-day, 45-day, and 30-day notice. This approach ensures that patients are well-informed about the transition and understand the benefits of the subscription model.

No-shows are managed through clear contractual terms, requiring patients to confirm cancellations via email, ensuring proper documentation. We do not charge extra for rescheduling. However, if rescheduling becomes a chronic issue, we may pause the subscription and require payment for the next visit. This policy helps maintain accountability and ensures that our schedule runs smoothly.

Our subscription model is designed to ensure that patients receive their medications and treatments without interruption. By maintaining high standards of care and avoiding the hassle of chasing down payments, we can focus on providing the best possible care for our patients. This model not only benefits our practice but also enhances the overall patient experience.

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

(1:36) - Pellets

(4:32) - Brick and mortar

(6:38) - How we deal with no-shows

(8:15) - Should I send the meds?

(9:26) - Rescheduling at a charge

(10:05) - Conclusion

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