Entries with the topic Service Thursday.
Make it easy for clients to give feedback
Oct 20, 2016 by Edward L. Blach, DVM, MS, MBA
If you are not providing the opportunity for every client to review your service at all times, you are missing a huge opportunity. This doesn’t mean that... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Get clients to talk or to be quiet?
Oct 13, 2016 by Edward L. Blach, DVM, MS, MBA
Veterinarians are trained to assess, identify problems and solve them, and then move on to the next one. In working with many veterinarians, it is evident that their assessments... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Avoid surprises!
Oct 6, 2016 by Edward L. Blach, DVM, MS, MBA
Surprises might be enjoyed by some people when it comes to their birthdays, but in most cases, when it comes to veterinary care, people hate surprises. When it comes... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Service Innovation: Airbnb
Sep 29, 2016 by Edward L. Blach, DVM, MS, MBA
Customers of veterinarians seek and receive services from many different providers for services in all aspects of their lives. We’ve discussed hiring cars or transportation similar to... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Service innovation: Ask.Vet
Sep 15, 2016 by Edward L. Blach, DVM, MS, MBA
We've discussed transformational service companies such as Amazon.com and Uber as examples of ways to look for opportunities to serve veterinary clients in a transformational manner to solve... [ Continue Reading ]
Topics: Provide Exemplary Care ,Service Thursday
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Humility builds trust
Sep 8, 2016 by Edward L. Blach, DVM, MS, MBA
In a recent visit with a family member to a trusted doctor, I was struck by the doctor's willingness and insistence upon introducing us to a colleague at a... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Amazon.com: Consider what customers want and are willing to pay for
Sep 1, 2016 by Edward L. Blach, DVM, MS, MBA
There are many examples of companies that provide exemplary service. When your objective is to do the same, and you wonder how you can improve your offering, look for... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Reduce the ‘wait’
Aug 25, 2016 by Edward L. Blach, DVM, MS, MBA
'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... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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On demand society: Uber and your practice
Aug 18, 2016 by Edward L. Blach, DVM, MS, MBA
We live in an on-demand society. Our clients source many services NOW, or at least when they want them. They source rides in cars owned by individuals they... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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Reminder: we serve both humans and animals
Aug 11, 2016 by Edward L. Blach, DVM, MS, MBA
Veterinarians must satisfy two customers. One is the client (human), and the other is the patient (animal). This dichotomy seems simple, but many in the profession struggle with... [ Continue Reading ]
Topics: Featured 3 ,Provide Exemplary Care ,Service Thursday
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