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Amazing Customer Service Tips From A Doctor

Techniques from the stage to optimize the patient/customer experience

Shep Hyken sits down with Dr. Bob Baker. They discussed his new book The Performance Of Medicinehow Bob relates his experiences as a magician and doctor to customer service, and how to optimize the customer/patient experience. There is a lot that anyone and any business can learn from Dr. Bob!

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Top Takeaways:

  • Bob shared four basic techniques that all performers use to create connections with customers. They are:

1. Listening and observing – Listen to what the other person is saying and respond with your full attention. At that moment, be the best version of yourself that you can be.

2. Being in the moment – You want your customer to think that you’re only there for them at that moment. Being present in the moment is the only part of the interaction that you have complete control over. The way you maintain that is by…

3. Staying in character – The character you have to play is the best version of yourself. That character is different than who you are at home or in social settings.

4. Act as if – If you act in a certain way, you will feel it, then you will become it. Act like there is no place that you’d rather be than with that customer.

  • As a doctor, thinking of people as just patients isn’t enough. It’s the experience that they get that will cause them to come back and refer friends to you.
  • Bad things are going to happen, the lesson is to own them. Hospitals (and businesses) can decrease malpractice suits (and lost customers) by taking the following steps:

1. Owning their mistake

2. Explaining the mistake to the victim family

3. Explaining what steps the hospital will take to prevent it from happening again

4. Offering some form of compensation


  • “It is easier to act our way into a new way of thinking, then to think our way into a new way of acting.” – Bob Baker
  • “When something goes wrong, patients and customers want to hear that you care, that you’re concerned that the problem happened, and that it won’t happen to anybody else.” – Bob Baker
  • “Good performance is authentic behavior in a manufactured environment” – Bob Baker“
  • Every time you speak with a customer, you need to be the biggest and best version of yourself for that one person at that one moment.” – Bob Baker


Dr. Bob Baker is a retired gastroenterologist. Before medicine, he performed as a professional magician and ventriloquist. He even was a contestant on America’s Got Talent. His experiences in both medicine and performance gave him the knowledge and wisdom that he shared in his book, The Performance Of Medicine.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can doctors be better at customer service?
  2. How can you make your customers happy?
  3. What can you do to create a better customer experience?
  4. How can customer service reps be authentic?
  5. How can businesses fix their mistakes?

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