From our March 2012 newsletter:
Making your customers feel important is an incredible step towards building customer loyalty. But how do you know what customers want in order to feel important, especially when each individual is different? Customers often feel like they're just a number, so if this is the case, make sure they are #1. Here are six easy tips to help your veterinarian practice get the edge on customer perfection.
1) Learn your customer's name and use it as often as possible. If you or your team regularly meets customers face-to-face, then practice learning and memorizing names. Every time your customer returns to your practice they should be greeted by name. This genuinely helps make them feel like you care for them - which we know you do! If you don't know your customer's name, ask!
2) Resolve issues immediately. Nothing makes a customer feel more valued and important than when you drop everything to solve their problem. Avoid saying "I'll see what I can do." Sometimes it is necessary to get back to a customer at a later date, but if there is an immediate solution available, do it now.
3) Be proactive when it comes to your customer relations. Try to anticipate their needs and be ready to meet them. Do not be afraid to ask what else you can do to make them happier.
4) A smile goes a long way! In the animal health industry it is hard not to smile, but just in case you need reminding - please smile. A sour-faced service professional will accomplish much less than one who is friendly.
5) Follow-up with your customers on a planned schedule or timeline. Send follow-ups and reminders for your customer's pets, like: Cards on their birthdays, ownership anniversaries, checkup reminders or upcoming community events. Also, if they contact you for anything via voicemail or email, respond as quickly and thoughtfully as you can.
6) Say "Thank You." Acknowledging that you appreciate their patronage shows sincerity in how you value your customer.
-Sidney Alvarez
