Entries with the topic Provide Exemplary Care.
Reminder: we serve both humans and animals
Aug 11, 2016 by Edward L. Blach, DVM, MS, MBA
Veterinarians must satisfy two customers. One is the client (human), and the other is the patient (animal). This dichotomy seems simple, but many in the profession struggle with... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Clients want exemplary customer service
Aug 4, 2016 by Edward L. Blach, DVM, MS, MBA
Clients of veterinarians want great service. High quality veterinary medicine is assumed to be provided, and the quality of customer service often determines whether a client is satisfied or... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Be proactive: communicate service expectations clearly
Jul 28, 2016 by Edward L. Blach, DVM, MS, MBA
Think of examples of service that you've received that made you very dissatisfied. Most people when tasked with this challenge will admit that those circumstances that incensed them... [ Continue Reading ]
Topics: Featured 3 ,Administration ,Management ,Provide Exemplary Care ,Service Thursday
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Offer services when your clients can access them
Jul 21, 2016 by Edward L. Blach, DVM, MS, MBA
Modern demands and lifestyles dictate that services be available when customers want them. Most customers don't want to wait to get what they want. They want what... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Create value for your clients in your relationship
Jul 14, 2016 by Edward L. Blach, DVM, MS, MBA
Why should clients be loyal to you? What is the value to them of their relationship with you? If you struggle to easily answer these questions, perhaps it is... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Invest in communications training for your team
Jul 7, 2016 by Edward L. Blach, DVM, MS, MBA
No matter the business, communication is key. Veterinary medicine is the same. Customer service and satisfaction are dependent upon exemplary customer communications. Most of us believe that... [ Continue Reading ]
Topics: Featured 3 ,Build and Lead Your Team ,Provide Exemplary Care ,Service Thursday
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Be an educator and trusted resource to your customers
Jun 30, 2016 by Edward L. Blach, DVM, MS, MBA
Providing exemplary service in veterinary medicine requires attention to both customer service and veterinary care. What do clients want from a veterinary care perspective? Customers of veterinarians want to... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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My pleasure
Jun 23, 2016 by Edward L. Blach, DVM, MS, MBA
At a recent veterinary meeting which was held in a resort location, a veterinarian and friend of mine asked, "How do I get my team at my practice to treat... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Use data to improve your service
Jun 16, 2016 by Edward L. Blach, DVM, MS, MBA
The best predictor of the future in business is the past. If you're concerned about the future of your practice, the best predictor for your practice's future... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Create a wow experience for your customers
Jun 9, 2016 by Edward L. Blach, DVM, MS, MBA
Have you ever been a customer with a business whose people treated you in such as manner that you came away saying one word: "Wow"? Think of those few... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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