This content was created by Matthew Gillogly. This content was uploaded by Matthew Gillogly. This is a YouTube video titled "What Airbnb's History Teaches About Patient Satisfaction" (uploaded 2024-02-09). The excerpt is a promotional monologue delivered by Matthew Gillogly, who uses Airbnb’s 3/5/7/10-star thought experiment to explain how medical practices can create 7–10 star patient experiences. He frames modern patient care as partly an entertainment/experience business, gives examples (personalized amenities, tailored services), and issues a call-to-action to get his book, The Anatomy of a 7-Figure Medical Practice (free with a small shipping fee).
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You want to learn how to improve patient satisfaction? I'm talking about, like, on a scale of 1 to 10, a 12. Well, listen to this. I'm going to share with you our foolproof way to make sure that you have the most amazing patient satisfaction, and it's a lesson that we learned from the guys at Airbnb. Now, here's the deal. Back when they were starting their business, they had a consultant or a guide or a mentor, and he asked him— they— he asked the owners, the founders of Airbnb, what would be a 3-star experience for your customers? And well, what they did was they said, well, you know, they would get there and the place wouldn't be clean and the lights wouldn't be on and they couldn't log in and And he said, well, what would be a 5-star experience? Hey, I'm Matthew Gillogly and I'm a Maverick. Well, what is a Maverick? A Maverick goes against the grain. We find our own way. And if you're sick and tired of being pushed around by the insurance companies, come join us. We'll show you the way out and you'll love medicine again. Well, you get there, you find it easily and it's well lit and you can get in really easily and it's you know, the sheets are clean and the linens are clean and all that. And then he asked him this really interesting question. He goes, how would you create a 7-star experience? So they thought about it a little bit. Well, you know, there'd be like their favorite bottle of wine there, or there would be something to eat ready to go, or there would be food in the pantry. And then he asked him a really interesting question, and their mentor asked him, What would be a 10-star experience at an Airbnb? If you think about this, and if you've stayed in Airbnbs like I have, you know, this isn't a hotel. Airbnbs are individual people that are renting out individual rooms or houses that they own. And they asked this question, and he said what it did— the owner said it completely changed the way they thought about their business. See, they thought they were just Taking apartments and rooms and putting them on the internet so that people could stay inexpensively. And what they failed to realize up until that moment is that everything is based around how do you create a 7 to 10 star experience. So they went through the experiment and they found— they said, well, we would find out that, let's say, the person liked to surf and they would get them surfing lessons, or they would have a car pick them up with a surfboard and take them to go surfing in the morning, or If they liked a particular bourbon or a particular kind of wine or like particular type of food, or they like particular movies or particular sheets, or you get the point, and they let their mind go wild. Well, our clients do this process and we take them through what's called the 7-Star Experience. And it's amazing what happens because we think of patient satisfaction as, well, they didn't get infected. Right? Like, you know, we didn't— you know, everything went fine. What I want you to do is you have to remember that really in today's day and age, you're a little bit in the entertainment business. People want to be wowed. Think about your best 7-star experiences of places that you've gone. So you want more great insights of how to do this, how to massively grow your practice and finally tell your insurance companies they can kiss you in the you-know-what? On the way out the door, get my book, The Anatomy of a 7-Figure Medical Practice. It's the exact blueprint that we use to scale our practices and our clients use to scale theirs. You can get it for free. Just follow the links that are on this page and it'll take you to a page, and all you do is pay a small amount for shipping and handling. We'll ship it out right to you and you'll get the book. This is the guide, the book for the industry. Get it now.
