To improve your service, look for and remove the friction points. Friction points are those areas of your service that could annoy or frustrate your customers. Some possible friction points to look for:
- Are customers greeted quickly and professionally when they call the practice?
- Do customers get a message machine instead of getting to talk to someone about their need?
- Can customers access their account information online without having to call to get access to it?
- Does your team provide clarity with respect to what their animal will experience, the process and timing of procedures and follow up?
- Are appointments on time or always running late?
- Do customers get charged for items or amounts that they weren't expecting?
- Can customers reach knowledgeable staff who can answer simple questions at all times?
- Are customers automatically sent to an emergency clinic after hours without any oversight from their regular doctors?
These are just a few of the friction points or frustrations that customers may face from many veterinary practices. Evaluate your services for friction points. Ask your customers for their input. And then develop processes that will make your service distinct from all the rest.
