What is The Client Factor
The Client Factor was founded on the principle that exceptional customer service, a vital yet fading skill, must be revived in healthcare. When that service and experience fails, so does connection, trust, and care. That patient who just walked in, they have a story, and even if only for a moment, it deserves to be heard. Their experience in your experience. They matter. And so do you.
We believe true organizational transformation starts from within. That’s why we focus not only on service excellence, but on building a culture that supports it. A place where compassion is practiced, not just promised, and every team member feels empowered to lead with empathy.
Our Mission: At The Client Factor, our mission is to help organizations transform the client experience by building service excellence from the inside out through customized training and a commitment to compassion.
About the Founder
The quote by Plato, “Be kind, for everyone you meet is fighting a harder battle,” is more than just a favorite for Megan DuBay, it’s a guiding principle in how she lives and leads. Raised in a small town, Megan spent countless days visiting her aunt in a nursing home, where she saw firsthand how a simple smile or a listening ear could make a world of difference. That early experience shaped a lifelong belief: compassion isn’t a luxury in healthcare, but rather a necessity.
Megan brings over a decade of experience across the healthcare spectrum, from pediatrics to elder care, blending her professional expertise with deeply personal experiences as a patient and family advocate. Her belief that “how we serve others on the outside begins with how we support each other on the inside” is the foundation of The Client Factor.
Megan lives in Urbandale, Iowa, with her husband, their son, and their sweet dog. She loves being outdoors, believes the best conversations happen over a good cup of coffee, and is always up for connecting with others who are passionate about creating meaningful change in healthcare.
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