Improving animal owner experiences is important to increasing customer satisfaction and retention. Jessica Molina, PHR, CVPM, CCFP, shares the 9-Minute Rule that aims to improve customer relations and increase positive performance reviews on social media.
Customers look for instant gratification and often feel forgotten if they are waiting too long.
Source: VHMA, Practice Tip of the Month, November 2018. Link.
INSIGHTS: Note the reference that anyone in the practice is expected to interact with animal owners within nine minutes. There are two important elements at play here: a) meeting unspoken customer expectations, b) full team involvement.