Customer satisfaction is one measure of the success of your team. Improving customer satisfaction is about your customers and your team. If you haven't asked your customers what is important to them and what matters most to them, then you are missing a major opportunity. When you ask them for their input, you are sending a message that they are important and that you care about them.
To improve customer satisfaction, send a brief survey to your clients that does the following:
- measures what is important to them in selecting a veterinarian or veterinary practice
- asks them to rate similar criteria regarding your customer service
- gives them the freedom to provide any feedback that they want you to know regarding your services
Once you have gathered client feedback, share it with your team. This will help highlight what is important to your clients and how you rate on those same factors. This transparent feedback and candid discussion can transform a practice into being one that is very customer-focused. And this can be transformational for any business.
In the future, continue to make available to your clients the opportunity to rate your services and to provide feedback every day. Make it very obvious and simple for them to recognize service excellence and challenges. Your team will cherish this feedback and you will develop a customer-centric culture that will grow your practice.
If you have questions about how to do this, or if you want assistance, use the 'Submt a Question' function on IsMyPracticeHealthy.com to reach us with your request. Your request will be confidential.
