What's your team's client service IQ? (Proceedings)
All service businesses can be differentiated based on the level and type of service that is provided. For example, the service offered by McDonalds and Motel 6 is vastly different than the service offered by Morton's Steakhouse and the Ritz Carlton. No one would argue that the quality of the food and lodging, the physical environment, the amenities and the quality of service provided by employees are at different ends of the spectrum for these businesses. Just like other service industries, veterinary businesses offer different levels of service. Unfortunately many owners, managers and employees don't consciously think about the level of service on a daily basis but instead make the assumption that the team is committed to providing quality service. Are you making a concerted effort to provide a specific level of service at your practice? If not, the service that clients receive is subject to inconsistencies and may not be what you intended.
Define your team's client service IQ
To define the client service experience you want to create and ensure consistency in the delivery of client service, it is helpful to begin by determining what I call your team's "client service IQ".How knowledgeable is everyone on the team about what pet owners want? Does everyone agree on what constitutes exceptional vs. average client service? Do team members know what exceptional client service looks like? Have they experienced outstanding customer service for themselves? Facilitate a team meeting and create a dialogue among team members by discussing the following questions:
The advantage of taking the time to discuss the team's "client service IQ" is to ascertain whether team members fully understand, appreciate and agree on what it means to deliver exceptional client service. This exercise affords the team the opportunity to offer feedback about service challenges.