Entries with the topic Provide Exemplary Care.
Do your customers recommend you to others?
Jun 2, 2016 by Edward L. Blach, DVM, MS, MBA
Many clients of veterinarians come from the referral of a friend or family member. This is very powerful. Tracking customer feedback to a question which measures this effectively... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Use transparency to improve customer care
May 26, 2016 by Edward L. Blach, DVM, MS, MBA
Transparency is a powerful tool in ensuring that your customers are served as you desire. Encouraging customer feedback and assessment of your entire service experience is one of the... [ Continue Reading ]
Topics: Featured 3 ,Management ,Provide Exemplary Care ,Service Thursday
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Remove the friction points
May 19, 2016 by Edward L. Blach, DVM, MS, MBA
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... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Teach your team to care!
May 12, 2016 by Edward L. Blach, DVM, MS, MBA
Want to help your team to make exemplary service the core of what they offer your customers? Here is an exercise that works very well. Gather your team in... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Are you there when your clients need you most?
May 5, 2016 by Edward L. Blach, DVM, MS, MBA
The veterinary-client-patient relationship is special. In spite of the internet, Google, and other sources of information, veterinarians are still the number one influential regarding animal health to animal owners. ... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Ask customers to rate your service
Apr 28, 2016 by Edward L. Blach, DVM, MS, MBA
Customer ratings of your services are very important. First of all, asking customers for their input regarding your services sends a message to them that you care about what... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Never make them call you back
Apr 21, 2016 by Edward L. Blach, DVM, MS, MBA
You want your clients to call you, but you never want to force them to call you back. At first, this seems contradictory, but consider it further. To... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Make it easy for customers
Apr 14, 2016 by Edward L. Blach, DVM, MS, MBA
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... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Map your customer experience
Apr 7, 2016 by Edward L. Blach, DVM, MS, MBA
To ensure that your service delivers exemplary care, it is important to evaluate your services from several perspectives. First, the practice must establish a standard of care, which is a... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Know what your customers want
Mar 31, 2016 by Edward L. Blach, DVM, MS, MBA
In order to satisfy your customers, you must know what they want. Learning what your customers want doesn't just happen. When you watch the most successful veterinarians... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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