It's easy to overlook the problems that come with making clients wait. We think, "Hey, it comes with the territory." We make excuses. And we hedge our bets, knowing most clients only grow dissatisfied when they wait more than 30 minutes. But that approach won't wow clients. In fact, even a short wait may leave clients disgruntled. So it's an issue you should aim to manage.
I frequently tout the goal of developing a womb-to-tomb relationship with our clients and their pets. At the core of our practice philosophy is the statement, "Focus on long-term relationships versus the short-term dollar."
What message does the appearance of your clinic send? And what message do the doctors, technicians, and support staff members send when they interact with clients? For a real eye opener, ask your clients these questions, using surveys, focus groups, and casual conversations during appointments. And don't forget to ask new clients and staff members why they chose your clinic. Their fresh eyes can offer valuable insights into the first impressions your practice makes.
Recently I interviewed a man for a job as manager of one of the Agway
T.S.P.F.TM Heifer Farms. This position involves overseeing the care of 3,500
animals, supervising a staff of 13 people, adhering to a budget, and interacting
with customers and potential customers.