As part of my series about the “5 Things You Need to Know to Create a Highly Successful Service Business,” I had the pleasure of interviewing Dr. Margaret Rogers Van Coop.
From a very early age, Margaret was always asking questions about things that seemed to be full of imagination. Being her mother was often difficult, since she seemed to always have an annoying or amazing way of giving me a response. As the years passed, I observed her journey and have been helped by her healing hands. I have to admit that she often seemed to be a little odd or strange in her perceptions. However, her healing hands were amazing. E. P. Pogson 1975 (deceased 2006.)
Thank you so much for joining us! Our readers would love to “get to know you” a bit better. Can you tell us a bit about your ‘backstory’ and how you got started?
My mother was a ballet dancer and had damaged a foot while walking home from The Royal London Ballet School, where she had been accepted as a student. Her father was an Osteopath, who diagnosed a sprain. In reality she had a fracture that led to a great deal of suffering. During the war, while she carried me in her womb, her foot was placed in a cast. When it was removed she had develop a bone disorder in both feet that led to some amazing surgeries of the times. They took her toes off, removed Tarsal bones and replaced her toes on both feet. She went from a size 7 to 5. During those years as I watched her suffer, I made up my mind to heal her feet. It took me fifteen years to understand and help reduce the swelling and to assist her to walk with hardly any pain. I learned through working with my mother that anger and rage is usually stored in the bones and muscles. She was a very angry women throughout her life.
Can you share a story about the funniest mistake you made when you were first starting? Can you tell us what lessons or ‘take aways’ you learned from that?
I have to admit that there were never many funny moments after WWII ended or in the next ten years. However, I do remember the first Chinese Restaurant opening in London. My dad took me there and I spent a very long time trying to use the Chopsticks. I dropped more in my lap and on the floor than in my mouth. However, when I arrived in Japan I was prepared, having had lots of practice, I mastered the art of feeding myself easily. My lesson was clear; determination to succeed in small things was important.
None of us are able to achieve success without some help along the way. Is there a particular person who you are grateful towards who helped get you to where you are? Can you share a story?
Without a doubt that would be my art teacher, Miss Boundy. She nurtured my creative skills with paint, charcoal, and various other mediums that led me to understand the art of design. All 17 of my published books have covers designed by me. I have been lucky to have technical support in having them created for me. Art taught me to love creativity in its many forms.
Thank you for that. Let’s now pivot to the main focus of our interview. This might be intuitive, but I think it’s helpful to specifically articulate it. In your words, can you share a few reasons why great customer service and a great customer experience is essential for success in business?
When a client, patient or customer is seeking something, they have a predefined idea about what they think is best. In my particular field of work, I have found many who have predefined what my role in their life should be. Having encountered 1000’s of people over the years, and seen so many different points of view, I came to understand that the first question I want to ask is “How can I help?” Then my second need, as they respond, is to pay great attention to everything they say. This very necessary part of listening and watching to support the client or patient builds a rapport. In general there is always a need, and to assist them with that need, I try to help them see their point of view in a new light. In this way, the client is then aware of an emotional connection where trust and a bond is formed. Then, we get down to the ways and means of making a transformation in how the ultimate goal of choice can be achieved. I find that asking questions leads to the mirror image of them listening to me when they ask me what they can do? At this point, I am invited to share many insights that inspire a person to awaken to a very clear and meaningful sense of self. This usually leads to some type of awakening that brings about a change in understanding we all have choice.
We have all had times either in a store, or online, when we’ve had a very poor experience as a customer or user. If the importance of a good customer experience is so intuitive, and apparent, where is the disconnect? How is it that so many companies do not make this a priority?
In my opinion, most businesses of any type are focused on income to pay for their everyday expenses. I know that I found this when I first came to America. However, fortunately, for me, I had learned in England that when you serve from the heart, The Oneness is there for you. I simply asked for a client. There were many times when I had no cash to buy food for my children. I would sit and meditate and ask and within an hour a client would call, asking if I could squeeze them in with a pressing issue. Of course, I did, and my children got fed that night. It is still the same for me to this day. It is important to not fuss and worry. Once one surrenders to the way of The Oneness, things happen very quickly. I have helped very famous people, to transients on the street. I love my work and am so grateful to have worked in over 15 countries. And now the internet allows me to help people all over the world! This is an amazing time for us all as we enter The Aquarian Age when all the was manifested in The Great Piscean Age is lost. The New Great Aquarian Age will last for about 3200 years. So a lot will change. It is right to be excited about change and to embrace it. Every type of business has to change.
Do you think that more competition helps force companies to improve the customer experience they offer? Are there other external pressures that can force a company to improve the customer experience?
This is not a time for competition. That was the Piscean Age. This is the time for exchange, interactions, the integration of our species, and in finding our needs satisfied while we find ways and means to develop new ways to do business in a unified manner. Ultimately the years of peace will come when all countries are a part of the whole, when trade and exchange are performed in ways and means that will be based on entirely different structures. I have had a vision of a Unified Counsel that is a complex structure where there is no room for violence or degradation. No suffering either.
Can you share with us a story from your experience about a customer who was “Wowed” by the experience you provided?
My clients and patients are all private and confidential, so I cannot specify anyone, but I will say in general that being psychic and a healer, it is very rare to find someone who does not feel they have been helped by me, The Oneness and their own spiritual awareness with their own connections with Spirit Guides. I realize for some readers this would be called stupid and evil. However, the young ones today are all born with these skills. Once they grow up, just watch out. No liars will exist because everyone will instantly know they are lying.
Years ago, I had a patient who was diagnosed with MS. Her house was full of negative spirits. I worked on her, rebuilding her Aura, removing her negativity and her pain. She was astounded. She had a WOW moment. But, alas, the lost souls that had come to her aid were not impressed and would not leave. She felt their presence and truly thought they would help her. Instead they were feeding off her energy and, within a few days she was psychotic again. There are five laws of The Oneness. I could not break those laws, especially the first one, “No one shall invade the space of another at any time on any level of evolution.” So I left.
Did that Wow! experience have any long term ripple effects? Can you share the story?
From a psychological point of view, I was disturbed that a person could live in such a negative environment. I decided to send absent healing to her; I heard a few years later that she and her husband moved; A new neighbor move in and apparently had the local Rabbi come and bless the house, since they found it to be haunted too. I think it is important that people understand that death is not the end. Those who remain around Earth are people who believe that they still live, by feed off the living so that they can see our world. They even pretend the are Spirit Guides. A dead alcoholic will influence a non-drinker to drink and get a high from the human. I have done a lot of clearing for many addicts. They are amazed how free they feel and how quickly they get better. However, it always begins with a life-threatening situation before they can let go and heal. I would say as many as seven out of ten have earthbound spirits talking in their heads. Many businesses fail because the owner is drinking, gamboling or worse!
Ok, here is the main question of our discussion. Based on your experience and success, what are the five most important things a founder or CEO should know in order to create a Wow! Customer Experience. Please share a story or an example for each.
Depending on the type of business, one must first know self and ones weaknesses. Those weaknesses can be turned into strengths. So ideally, we must fail before we realize what success means. Most millionaires have walked that pathway. But at the end of the day, they learn that money does not bring happiness: it brings trouble, unless you let go and share and teach and nurture those who seek education. I see education as key to any business. One should never stop learning. Learning stimulates youth and vitality. Good health follows. When you are healthy you enjoy each day as it comes. Business should also be a joy along with talents, skills, and opportunities for growth. I once had a client who had been asked to be a rep for a new alternative product. He asked me if he should do this. His spirit guides said “No!” He should offer to establish his own business selling the product. He is a millionaire today!
Are there a few things that can be done so that when a customer or client has a Wow! experience, they inspire others to reach out to you as well?
I have always worked by ‘word of mouth’ a British way of doing business in the post war times. I think recommendations go a long way in any business. If you have a product, people find it exceptionally helpful, they will willing write or speak a testimonial. We see that in advertising all the time. The problem is most of the ads on TV are actors, and we know they are lying! When an actor comes on the news and spills their emotional guts about something they experienced, everyone wants to have what they had. We are all empathetic and know when someone has a genuine product or way of doing business that is fair to all.
You are a person of great influence. If you could start a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. :-)
Well, I have always had the dream of the world being in peace. If I could be a model of peace by teaching more people, I would be happy. From my point of view, I constantly talk about Universities around the world where people can come and learn alternative and integrated medicine and therapies. We are awakening to this now. I am sure more doctors will learn the things I and other practitioners know in time. Then perhaps we will have better health provisions. We are still in the wake of medicines that kill people. I have always adhered to the idea that natural is best. I am 78 and act like I am 50. I can run and do many things without a pause. Yes, I have been ill, diagnosed with Parkinson’s disease, but I cured it by erasing my negative thinking and a lot more too.
How can our readers follow you on social media?
Just search me on Google. I seem to pop up everywhere these days.