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 do what is best for their animals. They are often emotionally upset when their animal isn't completely healthy, so it is often difficult for them to 'hear' what you are saying or recommending. They want you to tell them what to do. They want you to be confident and to proceed with the actions that are in their animal's best interests. They want to be told the truth. If there are financial issues, they will want some options for alternative plans to solve their needs.
Put yourself in their place. When you go to the medical doctor with a family member, you are often the advocate for your family member, because you understand the medicine, what to ask, and what to expect. They are their animal's advocate, but they probably don't have the medical knowledge to be an effective advocate. They want you to listen and to provide honest medical advice to them. Be an educator and a trusted resource for your customers. If you take the time to educate them about the medicine, they will develop trust and loyalty for your service.
