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 not. Their level of satisfaction determines whether they will come back and if they will recommend you to their friends, family, and colleagues.
Therefore, the customer experience is of utmost importance. Their experience in finding you online, how they are greeted on the phone, their reception at the front desk, and how their animals are handled, all impact their impression of you and your practice. One of the most under-rated qualities that has great influence on clients is the cleanliness of your facilities. Clients notice, and they expect your facility to be 'hospital clean'. That means it should be spotless and free of bad odors. How you present relevant information online, at the practice, and in your personal communications before, during, and after their clinic experience all impact the client's review of your services.
Assess your entire customer experience and make it exceptional!
