Quality Service for Practice Success
This classic has been revised, updated, and improved for today’s veterinary team. Client Satisfaction Pays helps you understand the client experience and teaches you ways to make it more pleasant, even exceptional. Happy clients mean a happier staff and a more successful practice. Getting it right comes from getting your entire staff to participate in the client satisfaction process.
The book is divided into three sections:
- Your Client Comes First. Find out why client satisfaction is the most important concept of service. Learn about your clients’ expectations and find out what they want to know.
- Teamwork Improves Client Satisfaction. Learn how to be a leader and keep your staff satisfied, empowered, and educated. Includes a section for practice managers only.
- Let’s Get Specific: Service Improvement for Client Retention. Understand what clients want and how to provide it so that they keep coming back. Includes specific tips for the telephone, scheduling, client retention, and service recovery (how to recover when you goof).