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Creating Value Through Customer Service. Terry Edmondson. Introduction. Name Start Date What does Customer Service Mean to You? Tell a time when you received either WOW service or really bad customer service? If bad how could the outcome have been better? If WOW what made it WOW.
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Creating Value Through Customer Service Terry Edmondson
Introduction Name Start Date What does Customer Service Mean to You? Tell a time when you received either WOW service or really bad customer service? If bad how could the outcome have been better? If WOW what made it WOW
What is Considered Internal Marketing? Doctor and staff education Appearance of the facility Printed materials sent or given to existing clients: Reminders Brochures Newsletters Educational handouts
Internal Marketing is Most Effective! “Our profession should concentrate most of it’s marketing efforts on internal marketing techniques catering to clients already using our services. Its always easier to sell to those that already buy.” -- Ross Clark, DVM Taking Your Practice To The Top
The Traditional Model – A Veterinarian Centered Practice Diagnostic & treatment procedures Client Relationships Veterinarian Controlled Staff Management Pet Care Practice Management Client Education
Meeting Clients Needs In a client/patient centered practice, the top priority is to meet the needs of the client and the pet.
The New Model—A Client/Patient Centered Practice Health Care Team Standards Veterinarian Scheduling Client /Patient Centered Client Education Employee Training
Client Service Facts Happy clients tell 3 to 5 people about their positive experience Unhappy clients will tell 10 to 20 people about their negative experience It cost the hospital 5 to 6 times more to attract a new client than keep an existing client
Client Service What do clients really want? Genuineness Attitude and training of support staff Attitude and training of doctors
Client Service Exceed expectations Accommodate children Phone calls--incoming, check-up calls Acknowledge and recognize clients and pets when they come in Handling of euthanasia/grief
Client Service Handling of mistakes Handling of emergencies Client education Efficiency and systems Accurate financial information Punctuality
Greeting Clients and Patients Welcome clients as quickly and courteously as possible with eye contact and a smile
Use of Personal Names Using the client’s name and pet’s name is like music to their ears It is a sign of recognition and respect
Genuine and Thankful Client Departure Communicating to the client that the practice appreciates serving them is essential to compliment the overall experience.
Standards Of Exceptional Service The essentials of politeness: Eye contact and facial expression Use of distinctive phrases of anticipation and gratitude Use of personal names Positive body language
Telephone Shoppers All healthcare team members should know and be able to communicate the services offered by the practice and the benefits of these services to the client and pet. All healthcare team members need to learn how to listen to clients to understand their needs and wants.
Answering Questions and Giving Information by Telephone When a caller asks the price of a service, respond by telling them what the service includes…. then give the price
Client Education Tools He who has an educated client … WINS!
A Client/Patient Centered Practice… Is a Win-Win for the: The Client The Patient The Healthcare Team The Doctors The Practice Owner The Bottom Line
Standards Of Exceptional Service Written standards enhance: Consistency of communication Client trust Value of client service within the healthcare team AAHA Client Service Standards 2003
Team Exercise . . . Break into groups of three Create a client education script for one of the following: Wellness visit Spay Dental cleaning
