Once you know what your customers want, and you've mapped your customer experience, identify those areas of your operation that are inconvenient, potentially frustrating, or unpleasant for your customers when utilizing your services, and fix them immediately. Make it easy for your customers to do business with you. You should be easy to find, easy to contact, easy to make an appointment, and easy to get more information and assurances regarding what they need. Structure your services and communicate the expectations clearly so that there are no surprises. Surprises aren't good when you have an emotional client who is concerned about the care of their animal. Ensure that your services are delivered on time and that your follow up is flawless and complete. One surprise that is allowed is a follow up call to inquire about the current status of both the owner and the patient. Empathy is key to gaining client trust and loyalty.
Be brief and clear in all communications. Establish clear signage in your facility to help clients navigate their way to where they need to go. Don't assume that 'they will know'. Assume that they will not. Make it simple and easy for clients to get results, updates, and to pay their bill. If you follow the rule of 'never surprise them, frustrate them, or make them call you back', you will have structured your services to make it easy for clients.
