Animal health customer service pros and their executives will want to invest the time to listen to this episode of On Point. It takes on customer service frustration and success from customers’ and employees’ points of view. The discussion among the host and two customer experience experts features relevant examples of poorly designed customer journeys and ways to improve … [Read more...]
Search Results for: customer service
The secret to hiring customer service employees
A great customer experience depends on great employees, says Micah Solomon. The secret is to hire your customer-facing team based on psychological traits, in addition to thinking about the specific skill set you’re looking for. Solomon shares five key traits using the acronym W.E.T.C.O.: Warmth Empathy Teamwork Conscientiousness Optimism Source: Forbes, … [Read more...]
Customer service is not customer experience
Customer service is only one aspect of the entire customer experience. Customer service needs to be put into context — which means putting customer experience first. Most customer service starts when a customer calls with a problem. By contrast, customer experience starts with hope — with the reason the customer chooses you in the first place.” Source: Strategy + Business, … [Read more...]
Customer service: Smiles are not enough
For repeatable, sustainable customer service excellence, you need systems and standards for the great people you hire, writes Micah Solomon. Standards are ways of delineating “how we do things around here.” Systems are slightly more elaborate; they are essentially groups of standards. Standards and systems are both important components to successfully serving … [Read more...]
What a dog can teach us about customer service
Customers, prospects and their companions are not compliance issues that need to be corrected based on arbitrary rules. Nor are employees. In fact, excellent customer service and happy employees go hand in hand. You simply don’t get one without the other. Ask Charlie Mitchell. Source: Purpose Unlimited. Link. The station manager could have turned his encounter with Charlie … [Read more...]
The customer service improvement diet
In a twist on customer service improvement, Micah Solomon offers 10 things to STOP DOING that will improve your customer service. We list three of them below: Do away with unnecessary scripts Declare war on inappropriate language Stop thinking of customers as an interruption Source: Forbes, March 26, 2018. Instead of pointing out what to do to improve customer … [Read more...]
Customer service is the new marketing
People have lost their faith in gimmicky and overstated mass marketing campaigns, shares Micah Solomon. Today, they place more stock in what they experience directly with your company, what their friends experience and what the people they listen to online experience. He says adding emotional transportation to your customer’s experience makes it marketing. Source: Forbes, … [Read more...]
Exceptional customer service, the extra mile
Celeste Van Deinse, LVT, shares ideas about how to enhance customer service. Our team especially liked her recommendations about considering young owners, communication on wait times and prioritizing follow-up calls. Source: MWI Messenger, April 2017, page 11-12. Going the extra mile can set your practice above the rest, helping to reduce client turnover rates while … [Read more...]
Dr. Blach presents customer service
In the most recent Is My Practice Healthy,? Dr. Blach references focusing on the customer in three different posts. We agree with his assertions. Customer service training, listening or questioning and anticipating customer needs are critical to differentiating your business, territory or company from competitors. Source: Is My Practice Healthy?, March 12, 2017. How do you … [Read more...]
4 customer service plan essentials
As trends for increased self-service and detached decision making grow, the importance of building superior customer service teams can get lost. Andrew Medal brings the perspectives of a serial entrepreneur to this topic. The insights apply to animal health pros in traditional businesses, too. Source: Entrepreneur, January 20, 2017. Customer service is one of the most … [Read more...]
Apply customer service principles to your vet business
Glenn Muske, North Dakota State University, looks at a veterinary businesses as a combination of retail store and service center. He suggests that emphasizing customer shopping assistance and customer service outside the exam room is worthwhile. Source: Beef Vet, Fall 2016, page 14. Muske tells people that helping a customer who walks in the door is tough without asking the … [Read more...]
People prefer human interactions in customer service
It is not easy to reach someone in person when seeking customer service. According to Accenture Strategy’s latest Global Consumer Pulse Research, U.S. consumers say it is becoming harder to do so, even as companies work to be more accessible. Source: CRM.com, May 2016. As organizations invest in digital technologies and channels to support customer service, they have … [Read more...]
PetIQ adds telehealth service for NextStar® customers seeking help with flea and tick prevention
Purchasers of the OTC flea and tick prevention brand NextStar® will now have 24/7 telehealth support available from PetIQ to address any flea, tick or parasite-related concerns and questions. Industry telehealth professionals <Link> will provide further education on year-long prevention and infestation solutions to NextStar customers at the time of … [Read more...]
9 strategies to grow your loyal customer base
Commentary Considering how easy it is to quit doing the basics, Syed Balkhi’s nine ways to focus on your existing customers and explore ways to generate more revenue from them may be worth reviewing. After all, few of us ever dislike hearing ”dijuwanfrieswitdat?” at the drive-through window. Pursuing new prospects is great and all, but you shouldn’t disregard the … [Read more...]
Tips for building strong rapport with customers
Rapport goes beyond routine customer service; it’s about making a genuine connection with the person you’re helping, by showing interest and understanding their needs. Source: CSM, March 2024. Link. Good rapport is not just about resolving the immediate issue at hand . . . with patience, attentiveness, and sincerity, you can turn even challenging service interactions into … [Read more...]
Wallet share is growing in Chewy’s autoship customer segment. Yes, wallet share!
Commentary The paradox of pet owner spending remains perplexing. However, Chewy’s successes show the convenience of sourcing a wide range of inventory online and a growing comfort with the services. On one hand, nearly two-thirds of pet owners say inflation has made it more difficult to pay a surprise vet bill and they’re nervous about rising prices of vet costs, … [Read more...]
The customer experience is the sales experience
Twenty-five percent of the purchasing decision is determined by the overall sales experience, writes Scott K. Edinger citing a McKinsey study. He reminds us that frontline sales and customer-contact professionals are in a position to directly affect decisions about services and products. And, they may be the only one if the customer does not perceive value in the … [Read more...]
Customer experience thoughts for managers
Managing and coaching a group of people hasn’t really changed over the years. Today, however, customer experience is at the forefront of every interaction and transaction. Source: Repertoire, October 2023. Link. You just have to find out what is important to that customer and how your product/service meets that need.” – Patrick T. Malone INSIGHTS: Malone shares the best … [Read more...]
Want loyal customers? Teach them something new.
Research indicates consumers are 131 percent more likely to buy from a brand after they engage with early-stage educational content. Meanwhile, 70 percent of customers in a groove study say understanding how to use products and services is important to winning their business. Customer education programs are important differentiators for nearly any business.” Source: … [Read more...]
Customer trust in supply chains overestimated
Commentary Last week we urged veterinary clinics to consider adjusting their quantities on hand and reorder points ahead of the possibility of a UPS strike <Link>. While the strike appears to have been averted <Link>, our assertions were based on information similar to that shared in this article. Many of the Covid-19 pandemic-era supply chain challenges remain … [Read more...]
Enhancing your customers’ experiences
Customer experience is a key strategy for companies to differentiate their products and services from close competitors. Source: ASCM, October 2022. Link. Customer experience passion must be part of company culture, meaning that employees should never be satisfied with what they are doing for customers today. INSIGHTS: First, someone needs to own the customer experience. … [Read more...]
How to ask customers for online reviews
Asking for an online review just after the service or purchase is usually the best time, writes Austin Andrukaitis. He says the review process should be an integral part of your brand experience to help reinforce customer relationships, build brand loyalty and encourage people to tell others about your brand. Over 93 percent of consumers use online reviews to help make … [Read more...]
Get BQA certified, assure customers of quality beef
Consumers trust beef producers more when they get BQA (Beef Quality Assurance) certified, which can be done online or in person in some states. Funded by NCBA, the program teaches techniques of sound animal care and resource management. BQA training certifies producers’ commitments to do things right when it comes to injections, pest protection, resource management and overall … [Read more...]
What workers’ attire communicates to customers
Research found that shoppers were almost twice as likely to interact with a formally dressed employee as one who was informally dressed, believing that the more formally dressed employees had more expertise than their casually dressed peers. This raised their expectations of getting better service. Dust off the lab coats and sport jackets.” Source: Harvard Business Review, … [Read more...]
The 5 things customers want
Randy MacLean works in distribution. His perspective on five things customers want and how to deliver them is applicable anywhere in the animal health supply chain. He believes customers are affected and influenced almost exclusively by: Availability On-time delivery No product failures Smooth (and short) interactions Acceptable price Source: Modern … [Read more...]
Can you actually convince your customers to act?
A common statement from DVMs and clinic staff members is, “I don’t want to be a salesperson.” Yet, if one’s actions contribute to or create a transaction, that is technically a sale, a transfer of money and often title in exchange for a product or service. David Brock reminds us that we can help them to open up and consider a change. Then we can help them learn and consider … [Read more...]
Pet Business customer loyalty survey results
Results from a 2020 survey of persons using small businesses reinforces the importance of three factors important to boarding, daycare and groomers. These factors are familiar in veterinary surveys and important to consider as the clients are the same. Deliver high-quality service consistently: 62 percent said this is the most important trait Create a personalized … [Read more...]
Turn curbside customers into loyal clients
Commentary Tony McReynolds shares results from an appropriately robust discussion with industry consultant Josh Vaisman, CCFP, MAPPCP (PgD). Truly, curbside services are uncharted territory for veterinary teams. While no one really knows exactly what works and what doesn’t, I believe the secret sauce is as close as the treatment foo-foo coffee customers get at Starbucks. … [Read more...]
Some perspective on drive-through or curbside services
COMMENTARY Louis Sullivan (1856-1924) helped pioneer and change the face of architecture. This quote is attributed to him, “form follows function.” In this context, writer Mark Wilson reviews fast food chains’ $290 billion race for the perfect drive-through. What does this have to do with animal health? Drive-throughs have been a staple of fast-food revenue for decades, … [Read more...]
Autoship sales projected to help Chewy retain 1.6 million new customers
Commentary: includes complementary commercial content from VetSource® Chewy’s success is getting noticed by our industry. For veterinary hospitals, it is a definitive call to action to embrace, implement and optimize home delivery” - Kirk Augustine Like Amazon and other e-commerce retailers, Chewy has seen the kind of growth that was expected to take years to achieve, get … [Read more...]