29:08 to watch
In this episode of the Claim to Fame podcast, Louis Feuer, celebrated speaker and expert in sales and customer service, shares his journey from social work to becoming a renowned consultant.
What’s Covered?
He emphasizes the importance of customer service, building relationships, and understanding the true value of a customer. With decades of experience and over 300 published articles, Louis provides insights into common mistakes companies make and how they can transform their approach to customer interactions. He also discusses his one-hour customer service redesign seminar, the impact of good service versus mere product expertise, and the necessity of a service-oriented mindset within a company. Feuer’s anecdotes and practical advice make this an essential listen for anyone looking to improve their business’s customer relations and overall success.
Podcast Transcription
Podcast Episode: Creating Lasting Customer Relationships with Louis Feuer
Guest: Louis Feuer, speaker and expert in sales and customer service
Hosts: Alex & Wayne (NikoHealth)
(00:00) Why Service — Not Product — Wins Business
Louis Feuer:
I’ve always believed that service is what brings in business. Products are easier to buy than ever — but service is what creates loyalty.
You can sell a wheelchair anywhere. But people don’t want to buy from someone who doesn’t care. Relationships are what last — and I’ve had clients for decades because of that.
(00:13) What Companies Get Wrong About Customer Service
Alex:
What’s one big thing companies consistently get wrong about customer service?
Louis Feuer:
They don’t understand the value of the customer.
It’s not that they’re doing everything wrong — they just don’t have the right mindset.
Customer service is a reminder business. Without customers, you don’t have a business. That’s it.
(01:01) Welcome to the Claim to Fame Podcast
Wayne:
We’re live on the Claim to Fame podcast. Today we’re joined by Louis Feuer. Louis, welcome to the show.
Louis Feuer:
Thank you. Great to be here.
Alex:
You’re known as one of the most dynamic speakers in healthcare. What pulled you into sales and customer service in the first place?
(01:29) From Healthcare to Customer Service Leadership
Louis Feuer:
My background is actually in healthcare — I was a social worker and hospital administrator. But I’ve been speaking and training since I was 16.
Over the years, I became obsessed with service. I realized that products don’t build businesses — people do.
I’ve worked with clients for 40 years. Some call me today saying they heard me speak decades ago. That’s the power of relationships.
(02:59) The One Habit That Changes Everything
Alex:
If a company changed just one habit tomorrow, what should it be?
Louis Feuer:
Understand the value of every customer interaction.
Every person who walks into your business is also a public relations agent — whether they buy or not. They will tell someone about the experience.
This is a people business. Always has been.
(04:20) Sales Skills vs. Service Mindset
Wayne:
What’s harder to teach — sales skills or customer service mindset?
Louis Feuer:
Sales is much easier to teach.
Service mindset is different. It requires constant reminders. One seminar isn’t enough. You need signs, habits, and culture reinforcement.
I’ve had clients put mirrors by the phone so employees smile before answering. It sounds small — but it changes everything.
(05:38) Customer Service Redesign
Alex:
What are you working on today?
Louis Feuer:
I created a one-hour Customer Service Redesign program. People don’t want long training sessions — but in one hour, you can shift how people see the customer.
Everyone — billing, scheduling, delivery, cleaning — needs to understand they’re not in the equipment business. They’re in the life-changing business.
(06:48) Positioning DME the Right Way
Wayne:
That sounds like positioning.
Louis Feuer:
Exactly. Oxygen isn’t just oxygen — it lets people travel, see family, live life.
If employees truly understood the impact of what they deliver, service would look very different.
(08:05) Handling Complaints the Right Way
Louis Feuer:
We all make mistakes. Customers don’t judge you by the mistake — they judge you by how you fix it.
I ordered hundreds of equipment orders as a hospital case manager. I expected mistakes. What mattered was hearing, “I’m sorry — and I’ll fix it.”
(09:20) Coaching DME Providers Today
Alex:
How do you typically work with DME providers?
Louis Feuer:
It’s a mix — coaching, workshops, consulting.
DME has one of the hardest customer bases because people don’t want to need medical equipment. That means empathy and patience matter even more.
(11:04) When Service Changed a Business
Wayne:
Have you seen companies come back and say your talk changed everything?
Louis Feuer:
Absolutely.
I’ve had owners admit they never even called their own business to see what the experience was like. One called me afterward and said, “The phone just rings and rings.”
The cheapest consultant is the owner. Be your own auditor.
(12:40) Your Employees Are Your Best Consultants
Louis Feuer:
Some of the best ideas come from staff — but most leaders never ask.
Before hiring consultants, sit down with your employees. They know where service breaks down.
I’m just the icing on the cake. The real cake is already in your office.
(15:05) Why Louis Started His Podcast
Alex:
You also host your own podcast. Why did you start it?
Louis Feuer:
It’s more conversational. I say what I feel.
Service is universal — healthcare, retail, finance. Be nice. Respond quickly. That’s it.
(16:39) Relationships Still Win
Louis Feuer:
People do business with people they like — and people who are easy to do business with.
You might not be the fastest or cheapest, but strong relationships win every time.
(19:29) Advice for Better Presentations
Wayne:
What makes a presentation successful?
Louis Feuer:
Know your audience.
Do your homework.
Find out what they want — not what you want to say.
And remember: a presentation isn’t the end — it’s the beginning.
(22:52) Legacy & the Future of Service
Alex:
What do you want your legacy to be?
Louis Feuer:
Changing the customer service mindset.
Service is a revenue generator. If revenue is down, ask yourself — are your people down?
Today, service matters more than ever. Amazon responds in minutes. If you can’t return a call in two days, you’re already losing.
(25:32) Rapid-Fire Round
New customer or existing customer?
Existing — relationships matter
Article or podcast?
Podcast
Small workshop or big keynote?
Big keynote
Coffee before a seminar?
Absolutely
One big client or ten small ones?
Small clients listen better
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