Episode 58: How to Surprise and Delight Your Customers with Frank Mocerino

Frank Mocerino, founder of The Ohm Store, joins the Undercurrent Podcast to share his insights on truly effective customer service. He describes why his company has a 100% satisfaction guarantee that includes a no-time-limit return policy, why a Nordstrom employee once refunded a customer for a tire (which the customer obviously purchased from a different store -- yes, it's true), and why these examples are really just about treating customers like people and may not be such radical ideas after all. And, of course, we bring home the concepts by discussing how they can be applied by PT, Chiropractic, and other practices to thrive in their local markets.