Do the unexpected

Mar 30, 2017 by Edward L. Blach, DVM, MS, MBA

Exemplary care takes many forms, but one thing satisfied customers have in common is that the service typically exceeds expectations.  Remember, customers never want to be frustrated, surprised, or made to do anything extra to get the care they expect.  Surprises do have a place as long as they are pleasant surprises, and not negative ones.

Therefore, look for ways, simple ways, to do the unexpected for your clients.  Some unexpected actions that can create raving fans are to:

  • Write a handwritten note to tell your client how much they mean to you and how much you enjoy serving their needs
  • Provide services pro bono or at a discount occasionally when you know a long-time client is experiencing difficult times.  Do this when they aren't asking for it.
  • Call your clients after they’ve been in to your clinic to check on how their animal is doing.  This is especially true when you weren’t the one who saw the animal at the clinic.  The fact that you cared enough to notice and call them, even when another doctor served them, tells them how much you appreciate them.
  • Provide educational updates that are relevant to their animal along with a personal note to let them know that you are constantly looking for ways to improve treatments and care for them.

Keep it simple, and unexpected.  It will mean a lot to your clients.

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