'Please wait' is not a statement that satisfies customers. Waiting of any kind, in general, is a negative experience for all consumers. In serving your customers, consider each of the following:
- hold times for clients put on hold when they call in
- percent of clients who get put on hold when they call in
- wait times for clients who have arrived for their appointments
- wait times for veterinarians to return calls to clients who called with questions
- wait times for clients to see a doctor when they request an appointment
These are just a few examples of 'waits' that might irritate your clients.
Measure these wait times and take steps to minimize them and other wait times that will not satisfy your clients.
Improve your customer satisfaction, and reduce all of the wait times that your customers experience.
