Ed Blach, DVM, MS, MBA, reminds us of the dichotomy of servicing both humans and animals as veterinary clinic customers. The same is true of retail associates who deal with the public. He says veterinary teams must love to service humans as much as they love dealing with animals to be successful.
Source: Vet Advantage, September 2016, page 20.
The client experience is complicated. This is the part that many veterinarians do not enjoy, and some may even avoid. Yet, it is probably more important to the over-all success or failure of a veterinarian and their practice than any other component of the service.