Discover the Best Medical Bill Format PDF for Customer Support

Medical bill format pdf for Customer Support

So I'm going to make a prediction. The chances of this video going viral is this big. Here's why. Because no one cares to talk about customer complaints. But I promise you, I want to challenge you to listen to this whole thing because it will save you a lot of sleepless nights, it will make you a lot of money, it will save you a lot of money and it will just create a culture for your company. So let's get right into it. Complaints are a part of business. When you decide to become a business owner, you are putting yourself out there for customers to say you are not as good as XYZ and it is our job to hear them out and get better because this is free counsel that people are giving you. Just think about it. There's companies that do focus groups that pay $75 per participant to just show up and complain about your product and you're getting all these things for free. That's one of the things I want you to be keeping in mind. Now let's talk about how I look at complaints. There are five different types of complainers when it comes down to your business and no matter what you do, there's five different types of people that complain about what you do. The number one type of complainer is the valid complaint. This is the person that's right. You did something wrong. Your company didn't do the right thing. The procedures, the offers, anything that happened, they're absolutely right with what took place. And I'm going to explain you how to handle that. But the first one is the valid complainers. Whatever complaint that was made, you have to figure out how to improve that. The pessimist. This is the person that no matter where you go with them, nothing can ever make them happy. Nothing can make them happy. So you can do anything and everything for them, they will never be happy with what you do for them. This is the customer you have as well. The third type of customer is the one that they like your product, they disagree with your beliefs. For instance, hypothetically, imagine the CEO of Starbucks gets up and he says, "I believe that healthcare should be free for everybody." And there's someone that goes to Starbucks and loves the coffee, but they absolutely disagree politically with what Howard Schultz believes when it comes down to national healthcare. For example, imagine if you are the CEO of Wal-Mart, and you believe in capitalism, and they always go to Wal-Mart and shop, but they HATE what the company stands for and they support certain people politically or a team or whatever it is, so they have a vendetta toward you. I'll give you a story. One time with a rant complainer that happened with me. This was six and a half years ago, we had just started our firm, and I will never forget what happened with this story here because I remember I got this, all of a sudden, this person started posting all over our Facebook, Twitter, you know, every single website that we had, they were just complaining, complaining, complaining, this company sucks, this CEO's horrible, bop, bop, bop, bop, all this stuff. So finally, I called Mario, and I said, "Mario, I need to get that guy's number. I'm going to call him." So I get his number. I call him up, at night. I'll never forget it. It's 10:00 at night. It's 8:00 his time, I'm on the phone with him. I said, "Hey, this is Patrick Bet-David, giving you a, The CEO of PHP. I just wanted to call you. It seems you're extremely upset. I wanted to call you instead of having someone else call you. Can you tell me what you're not happy about?" And we went on a 45-minute conversation. Do you want to know what this conversation was over? Let me tell you what this conversation was over. This conversation was over the fact that he belonged to the biggest communistic organization in America and he's a proud believer and follower of Karl Marx, a book called Communist Manifesto. And he found out that I believe in capitalism and I followed the teaching of Milton Freedman, and he HATES capitalism. He hates capitalism! So I'll never forget the conversation that we had together and this became a friendly conversation. So I said, "Why do you hate capitalism?" And he said, "I hate capitalism because all they care about is they put the people to work." And I said, okay, let's take capitalism out. Where do you work at right now? He said, "I know where you're going with this." Where do you work at? He said, "I work at PF Changs." I said, "What happens if PF Changs goes out of business?" He said, I'll go work for another company. I don't care about PF Changs." I said, "You're going to go work for another capitalist. What if that capitalist goes out of business?" I'm going to go get another job, because I will always be needed. I said, "Without the capitalists, you don't have a job. So we had this friendly debate. Fast forward six years later, literally nine months ago, this guy sends me a message saying, you don't remember me. Of course I remember him. I have a pretty decent memory. You won't remember me, but we debated six years ago when I was a communist and I just want you to know I follow every single Valuetainment video, and I believe in capitalism. Things have changed. I'm 29 years old. Back then I was 23 years old. I said, okay, no problem. But I had to figure out that that person had no problem with our product. They had a problem with the belief system and although I can't change that, I heard him out, we fixed it, we moved on from there. The fourth type of complainers that you have that's become a very big business is an actual enemy. So what I mean by an enemy or a competitor, this has become a very, very big business. Let me explain. So here's a big gorilla, big guy, big company that's been doing a business and you're planning on coming and taking a percentage of their business away from them, right? You're an enemy. You're a threat. They don't like you. You need to go out of business ASAP. And so we started a company, and we're trying to take distribution away from some folks. When I say distribution, the amount of life insurance that's being written, so we want to start writing this business. That didn't make a lot of people happy. That ticked off a lot of people. So all of a sudden, we got a floodgate, we got flooded with negative complaints online. And you could tell, there was a lot of things being said that's inaccurate with details, where you know somebody else was doing it and eventually we went and investigated it and we realized what's going on with that. And there's nothing we could do about it. Here's why there's nothing we could do about it. Because companies like Yelp, as much as I use Yelp as a customer to go figure out what restaurants are out there and which restaurant to choose around the world, I don't like what Yelp does to small business owners. I'll tell you exactly what Yelp does to small business owners. yelp will come up to you and they'll say, "If you advertise $6,000 a month, $5,000 a month, we will give you a shot at putting out more positive reviews and all this other stuff. When they went public, they changed their script. I'll never forget it because I spoke to one of their reps. He said, Patrick, yes, we used to do that. But we don't do that anymore because now we're public and we have so many different people that have said that we did that and now we have to answer to that so all this stuff he started telling me. So I said the reality part of it is after some employees left Yelp, they started telling us that this is what they're doing and that's a business nowadays. They take small businesses that are frightened to go out of business and through fear, because of a small restaurant being a three-star people will not go. Their business drops by 20%, they ask you for $6000 a month. So it's a legal, online Mafia type of thing if you want to call it like back in the days, you know how people would come and say, hey, you got to pay me more taxes if you want to do business. It's something like that going on. You got to figure out a way to work around that. The reason you have to figure out a way to work around that is because eventually when you earn saint status, none of that stuff matters. And saint status takes about a decade, five years to ten years depending on the business that you have to earn. And once you earn saint status, this means when your positive experiences are just crushing the negative comments that no one even pays attention to the negative comments any more. You don't even think about Apple's negative comments. You know how many negative comments Apple gets. People still go to Apple. You don't even care about Wal-Mart's negative complaints any more. You know how many people work at Wal-Mart. 2.3 million people, 1.4 million in America. I just got the update because last week I said 1.5 million, 2.2, it's 1.4 million in America, 2.3 million around the world, 900,000 people around the world work for Wal-Mart, even though they have more complaints than almost any other company in the world, they also happen to be the biggest company in the world, top three biggest companies in the world depending on the time. Then the fifth one is the final one is the trolls. Nowadays there's trolls. Trolls has become a new thing, because this is a way for someone to get fame. This is a way for someone to say oh my gosh, I'm going to go mess with this company because I may get publicity and I may get picked up. So it's become a business. There's actually, you can go to sites that tell you how to be a professional troller. It's hilarious. We get some trolls sometimes on Valuetainment. I had this one guy that trolled me one time. I won't tell you what I told him, but he trolled me. Paul is already laughing back there because, so this guy comes in, he starts trolling Valuetainment. And then I go to his Facebook page, and on his Facebook Page, the most recent post he posted, he said, "I'm in the mood to go troll some bigger brands." This is on his Facebook Page! So I took a screenshot and I said, "Let's have some fun." Because if you want to have fun, I don't mind it. Crap talking games. I went at him pretty hard. He deleted his comment and came back. We had a fun time with it. But trolls, I appreciate trolls because at least they're trying to become celebrities. So don't take trolls too seriously. They're actually fun to be dealing with. So you have those five types of complainers. Now let's talk about your business and how to handle these complaints. First of all, depending on the type of a business you run, your volume of sales that come in will dictate how many opportunities there are for people to complain with your product, meaning if your volume of sales is high, there's more likelihood of you having complaints. So for example, if I take 1,000 shots in a basketball game, vs. another guy that comes in and only gets one shot in a basketball game, who has the higher likelihood of shooting an air ball? The guy that shoots 1,000 shots, or the guy that shoots one shot? 1,000 shots is going to get some air balls. And air balls could be complaints, it could be a misplay, it could be something that happened that you have to address. So you've got to understand the business you've chosen to be a part of. And if it's high volume, you're going to get more complaints. Low volume, fewer complaints, and so it's simply on the way you do your business. So now how you handle complains when you get them. It's very simple. #1: the most important thing before I tell you how to respond is the following. Speed is your game. Speed. The complaint happens Tuesday. If you get back to them by Friday, it's already too late. Complaint happens at Tuesday, at 3:00 in the afternoon, if you have a system where you get back to them within a day, that's better than Friday. But if you have a way to get back to them immediately, because you get prompted with a notification that somebody's not happy, you get back to them within an hour, that means it matters to them. So speed is your number one game of handling complaints. #2 when it comes down to handling complaints is avoiding conflict. If you avoid conflict, I guarantee you, you will constantly be getting complaints. So let me tell you what type of brands I am extremely suspicious of. I remember one time I sat down with a guy and he said, "I turned off all my comments on YouTube." I said, "Why?" he said, "Well, you know YouTube has a way for you to hide your number of subscribers and hide your number of comments because no one will know how many subscribers you have so you can kind of make it up and say how many you have, and no one will say the bad things people are saying about you." I said, "First of all, I want to hear the negative comments because I want to figure out a way for sound is not good. You know how many things we've improved on our brand because of how many Valuetainers have told us the sound only comes from one ear. Paul, how many times have you gotten a message where [Paul: Too many!]. Too many times, so Paul over here, he's got to figure that part out. Or hey, you guys spelled Entrepreneur wrong. We chose this word called entrepreneur and every time entre pre pre neur, pre neur, Paul, pre neur, right? So, hey, you misspelled entrepreneur. Great. We want to hear this stuff. Brands that are too concerned about hiding all the negative comments, I'm very suspicious about. What are you hiding? Who cares about negative comments? No one's perfect. See, we don't have a standard of perfection. I want to hear about it. Because I want to see what my audience is going to say about it so we can be held accountable and we can improve. So, don't avoid conflict.#3, you can't win them all. That's for sure. You cannot win them all. And then four, I like the phones. A lot of times people like to handle complaints with, what do you call it, just an email and respond. And that's great, that's a way you can do it. But I love phones. I can't tell you how many issues I've resolved in my life by simply picking up the phone and just calling and saying, what is the problem that we have going on here? Just last week I got an email from a CEO of a $40 billion company and there was a very strange email. So I responded back and I said, "hey, this is a strange email you sent me. How about we get on a phone to clear this thing up." He said, "You know what? You're right. Let's get on a call together." We got on a call together and things got cleared up because what he thought happened was somebody said to him that was absolutely inaccurate. We got clarity. He went and investigated. He said, you're right. This is exactly what happened. Great. We moved on. I like handling issues immediately with a phone call. Now let me tell you about how to respond. When you get on the phone, or you send an email, or you respond, whatever it is, number one, `thank them for taking time out of their schedule to critique your product, your company, you, thank them. The most valuable asset anybody has is time and if they took time to write you, and give you feedback, let me tell you, that is more valuable than other people that are not willing to do that because you don't matter to them that much. it matters to them. I was at PF Changs the other day. I've been a customer of PF Changs, I've probably been to PF Changs 400 times in my life. One of the reasons is because when I was at Woodland Hills, PF Changs was right across, and then here, I got a waiter, a guy named Brian in Dallas I really like when I see him in Vegas, and when I'm in Dallas, I got a waiter I really like. I went to PF Changs the other day, yesterday, and I had a bit of a meltdown. I was there with my wife and kids. When I say meltdown, I know it. So when we sat down, it took 21 minutes before water touched our table. It took 48 minutes before appetizer touched our table, okay? I called the manager and I saw the manager talking to another person, and they looked at us and they still didn't come to talk to us. They're not that busy. This was 1:00, 1:30 on Sunday, traffic was already gone. Then our waitress here kept avoiding us, and they kept going to other people because she was handling this bill and she kept saying, "I'll come back, I'll come back." Nine minutes from the moment she said that, she didn't come back, right? Now let me tell you this here. I am a valid complainer to PF Changs because I want to come back to PF Changs. And I want them to resolve this because I love service. Makes sense. So I took the time to give feedback. Now what the manager does with that is on them. I may not go back on Sunday because I know the manager's going to be there on Sundays. So number one is thank them. # 2 is speak like a human being. Have you ever done customer service with people where they speak to you and they're too scripted? Well, thank you for the complaint that you have here, and I just want you to know that it means a lot to us and all this stuff. Listen. Hey, John, I'm sorry, man. I'm sorry about this experience. Tell me about what happened. Can you tell me a little bit more? I really want to hear you out. Yes, here's. . . speak to them like a human being. What happened? This is what took place. #3, apologize for the experience. Acknowledge, be honest, and acknowledge, hey, we messed up here. It sounds like we messed up. Do you mind if I investigate a little bit more and get back to you? Sure. Hey, it's sounds like we're at fault here for what we did. And I'm not happy about that. Let me see what we can do about it. Yes. Oh my gosh, I'm so sorry that you experienced this. Okay, So acknowledge it. #5 remain calm. I can tell you, many experience that I haven't remained calm, that sometimes and by the way, almost every case that I didn't remain calm, didn't work in my favor. I just want you to know this. Almost every single case that I didn't remain calm hasn't worked in my favor. And I've done that many times, and I had to learn to overcome that. Now sometimes it may be the fact that I don't want that business any more. And to me, it's a way to say, I don't want to do business with this person any more. But it's still not an excuse to not handle people well because if you treat somebody good, they tell three people. If you treat somebody bad, they tell 11 people. People like to spread bad experiences more than they like to spread good experiences. It is what it is. This is why media and CNN and Fox and MSNBC do so well because all they do is spread bad news, and we share it with everybody. Good news, there's not GNN yet. You know why there's no GNN in the world? Good News Network? Because no one cares about good news. People care about bad news, right? So why don't these guys change their name from CNN to BNN - like Bad News Network instead of CNN? Okay.Hear them out. Don't be defensive. Hear them out what they have to say. #7 is promise to improve. Tell them, Listen, Hey, John, obviously I'm not happy about the fact that we made this mistake because as the leader, as the CEO, as the executive, as the VP of this department, as the whatever, this falls on me as the leader. But I'm going to make one commitment to you. We're going to get better at this. And then offer a solution, Hey, would you be open if . . . Would you be open if we did this. I'm sorry this is our mistake, but I want to do you good. Would you be open if we did. . . Yes. Great. I don't want to pressure you, but would you be open to this? I would be. Invite them to return for a second chance. And then follow up on the experience. And if you do that. Listen, we're forgiving. For most people that have valid complaints, we're willing to get better. We're willing to come back and give you a second chance. We like second chances. But you've got to do your part and pay attention to details because there's two different things when it comes down to complaints. I'll give you the short term problem and I'll give you the long-term problem. Here's the short-term problem. Say I handle this solution and the customer leaves happy. But it was a valid issue. If you don't go and fix that, you have a long-term problem. Yes, this customer goes happy. My long-term problem is sitting down my staff and saying, "Why do we keep making this same old mistake?" I don't mind new mistakes. As the company grows, you're going to make new mistakes which leads to new complaints, right? Like all of a sudden you come out with a department that is doing this and some people are not happy. Well, this is a new mistake. It's a new complaint. We've got to figure out a protocol to make this better. But same old mistakes, same old complaints? You know, if I go to a restaurant and the complaint is always this place smells so bad because the toilet is not cleaned very well, there was a sushi spot I would go to. It was amazing sushi, but the bathroom was so bad that if you were within 4 tables of it, I'm like, "Why don't you guys clean the bathroom better and use a different detergent? I can't stand this smell! They didn't do anything about it over a year. And I love this place, because they would do a great job with sushi. That smell alone got me to leave the place and not come back. So, pay attention to it. It's extremely important. It's by far your best critics, your customers will give you so much feedback to improve your company, increase the value of the company, if you hear them out. So, with that being said, Paul, we don't have a pillow here. Why don't you just throw me a pillow. I'm in the mood for any kind of a pillow. Let's see what pillow Paul's going to throw us. We're at a hotel room here in Caesars Palace. It's crazy. Let's see what this pillow looks like. Okay. Hey. Should we write something on this pillow? Should we do like graffiti? And like be charged 80 bucks. We don't have the marker to do it. if I did, I would do it. You know what. Let me see if this pillow's a little bit - look at this pillow. Look at this pillow. This is a very, very nice classy pillow from Italy that only today if you call them right now, 1-800-softpillow, we will sell this to you for $99 and if you call in the next 10 minutes. I'm not doing an infomercial with you. Hey, if you haven't subbed to this channel, click on the button here to subscribe to this channel. And if you're not part of notification squad, you know who you are. i love our notification squad. You're the first to comment. Click on the notification squad here and if you haven't posted your video for the quarter million contest we have, go post your video for the quarter million contest to come. Ten of you guys will fly in to come and spend time with us for a day. One of you guys I'll come to you. Go watch the video. Paul, how about we put a link on the bottom for people to know it. And if you've got any questions, comments, thoughts, comment on the bottom. Take care everybody, bye bye.