Surprises might be enjoyed by some people when it comes to their birthdays, but in most cases, when it comes to veterinary care, people hate surprises. When it comes to the health of their animals, customers want to know that their animal is okay. They don't want surprises regarding health or money. Do everything possible to avoid surprises for your clients.
Communicate service expectations clearly up front to avoid medical or financial surprises. Explain both verbally and in writing what the client can expect for their animal. They should know the process that their animal will experience, and if possible, they should be able to follow their animal's progress at all times. For example, people expect to be able to check their bank balance at any time for an up-to-the-minute, accurate accounting of their bank holdings. Their pets are often much more valuable to them than money, so it should make sense that they might expect similar accountability regarding their animal's status with your services. Strive to provide that level of real-tiem information to your clients as it will prevent many surprises that might result in a failed customer experience.
Strive to define expectations clearly, deliver service that exceeds those expectations, and keep the customer informed of their status at every step in the process. This will help you to avoid surprises for your clients.
