Try for unexpected service

Surprising a client makes a stronger, longer-lasting impression than any other service. Veterinarians want to do something remarkable that will show pet owners the incredible value the vet offers, win their hearts, and bond them to the team. If vets want to truly differentiate their hospital, they s...

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Bibliographic Details
Published inVeterinary economics Vol. 43; no. 2; p. 84
Main Author Ward, Ernest E
Format Journal Article
LanguageEnglish
Published North Olmsted MultiMedia Healthcare Inc 01.02.2002
Subjects
Birthdays
Customer services
Greeting cards
Hospitals
Massage
Pets
Quality of service
Taxicabs
Veterinary medicine
Veterinary services
Word of mouth advertising
United States > US
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Summary:Surprising a client makes a stronger, longer-lasting impression than any other service. Veterinarians want to do something remarkable that will show pet owners the incredible value the vet offers, win their hearts, and bond them to the team. If vets want to truly differentiate their hospital, they should first focus on increasing customer satisfaction by providing consistent, exceptional service. One practice gave carnations to all the pet moms who visited the hospital, starting the Friday before Mother's Day. The team created a card for each female pet owner, personalized it with the pet's paw print, and gave the card to the client at the end of the appointment. Spontaneity also helps foster a healthy team environment. Vets should try unexpectedly rewarding staff members for their efforts. When stress levels start to rise at the practice, vets can surprise their team members with massages from a local massage therapist. The benefits of such treats are not measured in dollars, but in smiles.
ISSN:0042-4862
2150-7392