Measures that matter

Feb 16, 2017 by Edward L. Blach, DVM, MS, MBA

Clients have preferences regarding the services they receive.  They hate having to wait.  They want service now, on their terms, and they want to know that they matter.  They don't like surprises, being frustrated, or having to go out of their way to receive something that was expected.

How do you ensure that your team will deliver to these expecations?

Measure what matters to your clients.  Measure:

  • how long it takes for your clients who call your practice to get to talk to a veterinarian
  • how long they have to wait when they arrive for appointments
  • their level of satisfaction every time they interact with your practice
  • their likelihood of recommending your service to others

A small number of measures can have a dramatic impact on how your team serves your clients.  Measure what matters and you will deliver exemplary service.

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