Episode 13- How to Create the Ultimate Customer Experience with Rafael Salazar

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Rafael Salazar

Creating the Ultimate Customer Experience

In this action-step filled episode of MYOTBiz, we learn SO MUCH from Rafael E. Salazar II, MHS, OTR/L about his consulting work and his business Rehab U Practice Solutions. Rafael is a true OT, a fount of wisdom about entrepreneurship, and an expert on how to make your business truly serve and KEEP your customers. Plus how your business should serve YOU!

For any business owner...just be clear what you want your business to do for you, rather than what you are going to do for your business. Because that’s what it’s all about. That’s why we go into entrepreneurship: to build the life we want.”
— Rafael E. Salazar II, MHS, OTR/L

We talk about:

  • How he saw a need in the market to start his current business, then listened to the market to adjust as he went.

  • How being open to new opportunities and networking on LinkedIn created a whole new side of his consulting work…and introduced him to his current business partners on a new endeavor.

  • Creating a self-hosted learning platform for online courses that his business is developing. (I ask a bunch of questions about specifics of this…)

  • How to make decisions about spending early in your business.

  • How to KEEP customers (patients/clients/whoever you serve in your business!) and why that is EASIER than finding NEW ones!

  • Why relationships are central to our lives as business owners.

  • Process of care…what happens when a person enters your practice (or a customer engages with your business)?

  • How to create conversations during your customer inquiry calls that actually transfer to paying customers)

  • The 4 conversations happening on an inquiry call: probitive, qualifying, value, closing.

  • Why you should have conversations with customers about their “desired future state.”

  • Working with a team of people when starting a business…start-up funding, collaboration, etc.

  • Why ALL business owners should be considering online revenue streams!!!

  • How you can create your business to serve YOU and the life you want as an entrepreneur. (Rather than the opposite: being a slave to your business.)

Resources mentioned in this episode:

Ready, Fire, Aim by Michael Masterson

The Business of Expertise by David C. Baker

Win Without Pitching by Blair Enns

(Amazon affiliate links…I’ll get like 50 cents or something if you buy through that link, at no extra cost to you.) 😂

Want to connect with Rafael? He has created special resources just for MYOTBiz listeners! Click here to get free resources & downloads plus Rafael’s best articles about patient relationships and engagement. Best of all, there's also a link to a free 30-minute consult call with Rafael! These offers are only available through December 31, 2019!

Thanks for sharing your wisdom with us Rafael, for your generosity to our MYOTBiz listeners, and for all you are doing for our occupational therapy profession!

Here’s how to connect with Rafi.
Business website: https://rehabupracticesolutions.com
Twitter handle: @RafaelSalazarII
Facebook page: https://www.facebook.com/RehabUSolutions/
LinkedIn profile: https://www.linkedin.com/in/rafaelsalazarii/

Check out Rafi’s company’s PODCAST launching mid-October! The Brighter Futures Podcast will be all about how to build brighter futures for people with developmental disabilities.