Nowadays clients expect a higher degree of service and they can easily share their experiences with the masses. As clients turn to the internet to write reviews, it is now more important than ever to not only ensure that you go beyond simply providing great care for the animals, but also to provide a great client experience for pet owners.
1. Meet them where they are (figuratively)
If a pet owner rushed their dog over to your clinic in a “state of emergency”, it’s essential that you provide care and information in a timely manner. Reassure to them that their pet is in good hands and communicate effectively when the pet owner is clearly in a state of panic.
2. Have empathy
Their pet is a member of their family. They may be overreacting but the fact of the matter is, they don’t have the information necessary to assess the severity of the situation. Help them understand what is going on, and offer them possible avenues for treatment in order to help them see the light at the end of the tunnel.
3. Correct false assumptions
Often times, pet owners will do their pre-emptive research on Google and jump to unjustified conclusions. Walk them through the information you’ve gathered thus far and give them a chance to ask questions.
4. Communicate multiple treatment options
Once you’ve diagnosed their pet, it’s often easy to simply recommend what you think would be the best course of action for treatment. But pet owners want to be given multiple options and made to feel like they participated in the decision making process.
Client satisfaction has an impact far beyond good reviews and word of mouth. Establishing rapport can translate to higher client retention, saved time, and increased revenue for you and your practice.