Service vs Hospitality

Dr. Kevin Christie shares an audio-only webinar from a chiropractic business summit on improving the patient experience by distinguishing service from hospitality.Service is the technical, efficient delivery of care, while hospitality is how the experience makes patients feel through emotional connection and going beyond expectations.  Dr. Christie notes great hospitality can overcome service mistakes, but great service rarely fixes poor hospitality, citing Danny Meyer’s Setting the Table.Dr. Christie outlines hospitality examples such as personalized greetings, tours, gifts, thank-you notes, Bonjoro welcome/birthday videos, condolences, and follow-ups.  Using Joey Coleman’s eight phases, he emphasizes the “affirm” period before the first visit, the initial “activate” visit, celebrating outcomes at re-exam/discharge, and recognizing advocates via reviews and referrals.The podcast concludes with a practical action plan, encouraging practices to evaluate their current patient experience and prioritize improvements in both service and hospitality.