subject: Veterinary Customer Service - Communication For Increased Service Levels [print this page] Whether it is in a highly competitive market with several clinics, private practices and animal hospitals, or a rural area with only a few options, there are always some businesses that are more successful than the others. Many offer the same services, make house calls and are friendly. The difference is focus. Successful veterinary customer service focuses on the mission and goals of the practice. Each employee understands the goals and everything they do is focused towards achieve those goals. This often includes making decisions focusing on the "big picture" rather than a judging a particular situation as a separate entity.
When employees focus on the mission of the practice, they understand the importance of their roles, which increases veterinary customer service levels. Each client is given respect and attention. This increases return business. It is more expensive to market to new clients, than it is to existing clients. Superior customer service helps maximize marketing dollars already spent, increasing practice profitability. Setting long-term and short-term goals allows you to quantify the results by benchmarking. Processes can be changed and procedures instituted until the goals are achieved. Sharing the goals and values with clients help them understand your perspective.
On-going communication with clients seems to be a very simple guideline, but many practices overlook it. This entails more than just speaking with them face to face. Show interest in their animals, discuss previous treatments and ask how they are doing with their current treatments. Listen to their responses. Be accessible to the clients. Veterinary customer service is based on the client's ability to receive information and feedback quickly. Web sites and newsletters keep clients updated with new additions to the practice and changes in procedures. This is also the perfect opportunity to answer some frequently asked questions and provide educational information.
Clients welcome the accessibility of the practice and feel that the value of the relationship and services has increased. Veterinary customer service is enhanced further when client feedback is taken into consideration. Surveys on the web site, an email address for comments and on-site questionnaires help the practice understand the concerns and perspective of their clients. Making changes to current processes based on this information will improve service levels, which builds a loyal client base. Ready to get started with the best vet tools for experts you could ever hope to find? Now is definitely the right time!
