Episode 12: Unreasonable Hospitality
This week, Jake Broadbent and David Villatoro discuss how unreasonable hospitality can transform the patient experience, even when the answer isn’t always what the customer wants to hear.
From insurance and copay frustrations to difficult conversations, Jake and David share how listening first, communicating clearly, and finding creative solutions can make a difference.
The takeaway is simple: we can’t always control the situation, but we can control the experience. Listening, being transparent, and following through on what we say can turn a frustrating situation into an opportunity to build trust.
You’ll also see this week’s question on your weekly report: “What was your takeaway from this week’s episode?” Watch the episode and let us know what stood out to you.
Have an idea, question, conversation, feedback, or solution you think we should talk about? Drop it in the Tacklebox at tacklebox@caddiscap.com. It goes straight to the executive board and could even become part of a future Caddis Cast episode.
Watch Episode 12
Watch Episode 12: Unreasonable Hospitality featuring Jake Broadbent and David Villatoro as they discuss how listening, transparency, and follow-through can transform the patient experience.