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 right questions. Identify if the person is just starting and gathering information or down to making a choice between specific products. Customers coming to a veterinary location are often coming for advice. He says customers wish to interact with knowledgeable staff.
INSIGHTS: Use this article in a veterinary team meeting to determine a standard of care for those clients who come to shop. Be sure to use your sales reps to train your staff and coach them in servicing customer questions.