Have you ever noticed how some places just make you feel special? You are not alone. Each week in Calm the Chaos, I share practical tools, real stories, and tech tips to help you create a supportive environment for your team and your patients.

This week, we’re looking at what happens when five-star service becomes the standard for everyone who walks through your door.

STORY TIME:

How a Podiatry Clinic Created a VIP Culture

BEFORE THE FIX

One podiatry clinic had good service, but nothing stood out. Staff did their jobs, yet patients rarely left glowing reviews or shared positive feedback. The atmosphere was pleasant, but not memorable.

THE SHIFT

The management decided to treat every patient and every team member like a VIP, no matter their role or reason for visiting. They started celebrating “wow" moments whenever someone went above and beyond for a patient or colleague. Small touches, like a warm greeting or offering help before being asked, became second nature.

THE RESULTS

Patients began mentioning these extra touches in their feedback. Staff felt appreciated, word of mouth brought in new patients, and the team looked forward to work each day.

TAKEAWAY

Patients began mentioning these extra touches in their feedback. Staff felt appreciated, word of mouth brought in new patients, and the team looked forward to work each day.

ACTIONABLE TIPS FOR THE WEEK:

Make VIP Service Part of Your Everyday Routine

➤ Adopt the VIP Rule: Treat everyone (patients, staff, and visitors) as if they are your most important guest.

➤ Be Consistent: Make five-star service the standard in every interaction.

➤ Remove Obstacles: Ask your team what small changes could make things better for patients and staff.

➤ Celebrate “Wow” Moments: Recognize staff who go out of their way to make someone’s day.

➤ Encourage Team Ideas: Invite suggestions for positive surprises and improvements. 

Micro-Challenge:

Ask your team to share one “wow" moment they created or noticed this week. Celebrate those moments together.

TANIA'S TECH TIPS:

Track “Wow” Moments with Google Sheets

Create a shared sheet where staff can log great service stories and small wins. This keeps everyone motivated and focused on positive actions.

💡 Pro tip: Review these stories in team meetings to keep the VIP mindset alive.

WHAT I’M READING:

Unreasonable Hospitalityby Will Guidara

A must-read filled with stories and strategies for turning ordinary service into unforgettable experiences.

SMALL CHANGES, BIG RESULTS

When everyone is treated like a VIP, your practice stands out and your team feels proud to be part of it.

Want to elevate your patient and team experience? Everyone’s a VIP: Mastering Patient Communications for Excellence gives your staff the tools to deliver five-star service every day.

TRAIN YOUR TEAM

P.S. Managing a practice is tough, but you don’t have to tackle every challenge alone. If you’re looking for clear solutions and a fresh perspective, my 90-minute Practice Clarity Call is for you. Together, we’ll find what’s holding your team back and create a simple, realistic plan that fits your practice. Ready for a change? Book your Clarity Call here