Ed Blach, DVM, hits the nail on the head with this short post. He reminds veterinary teams that a small number of measures can have a dramatic impact on how your team serves your clients. Measure what matters to clients and you will deliver exemplary service.
Source: Is My Practice Healthy?, February 19, 2017.
Measure what matters to your clients. Measure:
- how long it takes for your clients who call your practice to get to talk to a veterinarian
- how long they have to wait when they arrive for appointments
- their level of satisfaction every time they interact with your practice
- their likelihood of recommending your service to others