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PUSHING TO THE FRONT
going on with each dog. The doctor takes plenty of time to answer my
questions and explains all the necessary information to me.
Once the exam is complete, I am told when I need to come back and am
given all necessary medications and paperwork. I walk up to the check
out area to find my file waiting for me. I make my next appointment
and pay my bill. After being asked if I need assistance once again, I am
cheerfully wished a great day.
My veterinarian is almost an hour away from my home. A couple of
years ago, I decided to try another veterinarian who was located much
closer. After that experience, I went back to making the long trek whenever
my dogs need medical attention. Why? My customer service experience
could not compare to what I had grown accustomed to. My
veterinarian understands that they don’t have clients; they have parents
and extended family members. They recognize that the customer experience
must inspire confidence, security, safety and trust in order to get
and keep clients.
All businesses need to create a strong customer service philosophy that
permeates all members of their team. Unfortunately, business owners
often focus on all other aspects of the business, putting customer service
on autopilot. They believe that if they provide the product or service
at a fair price, it will be enough to keep the clients coming back.
However, today’s consumer is very savvy and has high expectations. It
takes more than a smile and a sales receipt. Our customer service process
must touch our customers on an emotional level. Every customer
wants to feel special. This requires a deeper, more sophisticated delivery.
And it is not difficult or expensive to create this type of experience.
In order to ‘knock the socks off’ your clients, here are twelve basic
steps to follow:
tHe 12 StepS to oUtStanding
cUStoMer Service:
1. knoW tHe reaSon “WHy”
We all have a purpose for doing what we choose to do. Providing your
product or service satisfies something in you, a deeper, more emotional
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