Providing Extreme Client Service to Customers.
1. Build a relationship with owner and pet- this is a people business as well as a pet business; being able to relate with
owners and their pets is necessary. Spend time working on your interpersonal communication skills especially listening and
building rapport. Take time to get to know the clients- don't hesitate in taking notes about the people you see and the pet's
that they have. Share those notes in the client records so that others can make it a personal touch. Engage and interact with
the pet – acknowledge them by name and make sure you use the proper feminine or masculine pronouns. Even in large practices
creating a personalized relationship is key to extreme client service. An example for you to consider: If a client mentions
that they were taking a vacation to Africa and their pet would be staying with a boarding facility that you recommended- make
a note of this in the patient record so that they can be asked about the both the vacation and the pet's boarding experience.
2. Get Feedback from Customers- never hesitate to ask clients for feedback. Even a simple question such as " Did everything
go ok with your visit today?" can be asked at the time of checkout or you can let clients now that they will be called within
24-48 hours regarding the visit and their feedback would be appreciated. Consider a client comment box or if you have internet
savvy clients- consider electronic surveys or feedback forms on your site. Always thank the client for their feedback and
if follow up on an issue is required, take personal responsibility and accountability to address the issue.
3. Be creative and share what works- An extreme client service culture always is pushing the leading edge and is never content
with good enough. Efficiency and creativity should be encouraged. Let's take engaging a client whose pet isn't "happy" to
be there. How do you build rapport when the "patient" so obviously doesn't want to be there? What can you do to make both
the client and the pet more comfortable? How can you assure the client that the pet will not become any more traumatized?
4. Be a positive team member- being a member of a team requires certain skills. These include 1) Taking Personal responsibility,
2) Encouraging partnerships, 3) Establishing a purpose, 4) Building Trust and 5) Collaborating together. Look for a mentor
in your practice and be willing to serve as a mentor to another. When you hear negativity- don't participate but focus on
positives.
5. Help others succeed- when a client and their pet receive extreme client service not only do they win but so does the entire
practice team. Despite being rewarded individually look at how you can help others. For example, if someone is much better
at providing puppy housebreaking tips- ask them to speak to the client in addition to what information you can provide them.
If someone is struggling to manage their tasks- step in and help with out being asked.
6. Be an advocate for the pet- we all have heard about the importance of following up with clients but what about taking the
time to follow up with them because of a new product that might interest them or simply to find out if the behavior tips that
you provided them helped. Engaging with the client is everyone's responsibility. So if you know that Mrs. Wilson's cat really
needs that dental that she didn't schedule before she left, don't just leave the cat in reminder heaven. Actively contact
the client and talk to them about dentistry and see if you can find out what their hesitation may stem from- this should be
completely natural and of your own initiative. Of course, know your limitations when it comes to medical options and decisions
but, contacting a client whose pet you KNOW will benefit from a new service or product you offer is offering EXTREME CLIENT
SERVICE.
