Sometimes you need to take off your name tag and lab coat and put on your customer jeans and a tee shirt to fully understand your customer’s experience.
Source: Today’s Veterinary Business, August 1, 2026. Link.
Many “difficult” conversations became difficult because we waited too long to have them or avoided them altogether.” – Heather Prendergast RVT, CVPM, SPHR
INSIGHTS: Today, customer service is the minimum expectation. Customer experience determines if they are coming back.
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