There are many examples of companies that provide exemplary service. When your objective is to do the same, and you wonder how you can improve your offering, look for successful business models from whom you can learn and adopt their methods.
Toward that objective, let's look at a service 'wonder' called Amazon.com. If you haven't ordered from Amazon, explore their offering. The began by selling books. Now they sell almost everything, either directly or via one of the many independent sellers who offer products through the Amazon platform.
What is there to like at Amazon? First, their search function typically helps you find what you're looking for very quickly. And once you find it, you can explore various models and brands, and drill down to find almost every detail and technical specification related to the product. You can view 5-star reviews of each product, and detailed customer reviews on almost any product, brand, or model.
Then, when you decide to place our order, the process is streamlined, after initial setup, to facilitate a one-click purchase process for future purchases. You can establish multiple shipping addresses, multiple methods of payment, and pay an annual fee that will cover all shipping costs on qualified items and gain the user access to a large library of movies, ebooks, and other forms of media.
If you buy books, you can find out of print copies, the newest releases, and almost any edition in electronic format to be read on the electronic device of your choice. In many locations, there is same day delivery, and in most, there is next day delivery at no added cost.
Think about all of the attributes of service that were just described. Their customers like those services in the amount of more than $107 billion in sales per year! What can we learn from Amazon that can be applied to a veterinary practice?
Consider what customers want and are willing to pay for. They want an efficient, rapid, timely, and convenient service. They want a pleasing experience that allows them to get what they want when they want it. And they're willing to pay for those attributes. Your clients want the same attributes, and they're willing to pay for them as well.
