If you work in a veterinary practice or in the pet industry or in a business that supplies goods or services to the industry and you have something to say - why not become a 'Guest Blogger'?
For more information click here to read our: Guidelines for Guest Bloggers
The trick is to take note when you do see an awesome customer service moment and then work out how it can be replicated in your own veterinary practice.
I recently came across a YouTube video by Diederik Gelderman (Turbo Charge Your Practice) – “Three simple steps for Veterinary Customer Service” where he does exactly that. This quick seven minute video discusses a real-life situation he observed in a veterinary practice where a receptionist handled a situation with an upset client beautifully.
As I was watching it, it occured to me that this would make a great mini client service training session that would be perfect for your next staff meeting….
o Step 1: Establish empathy and use a light touch to help build rapport
o Step 2: Use the magic words “We can fix this”
o Step3: “Would you permit me…”
Using a second sheet on butcher’s paper or other side of the whiteboard discuss the following questions and write the responses on the paper/board:
Offering great client service is an area that needs to be constantly discussed and maintained. It's when you stop talking about how you can improve service to clients that standards will start to drop – and once that happens standards can be difficult to improve. If you have any questions about the process discussed in the video, just add them in the Comments section below.
After a career in HR working in a range of service industries and teaching at TAFE for several years, I then (somewhat accidentally) found myself in the veterinary industry and here I’ve stayed because I love the people and what they do. I created the Vetanswers Community to provide the support, resources and solutions to help our members build happy, successful, profitable businesses and careers.
Connect with Judy:
We're looking for one Australian veterinary group (10+ clinics) to partner with us on a case study to trial our service and measure the success. Every veterinary team knows that saying goodbye to a beloved pet is one of the most emotional moments on a client's pet...
