Jessica Goodman Lee, CVPM, shares her perspective on how clients view practices and the annoyances that work against client satisfaction.
Source: Veterinary Team Brief, April 2017, page 33.
Lee’s top 5 client pet peeves:
- Lack of information
- Lack of education
- Failure to provide documentation
- Lack of caring
- Failure to delegate
INSIGHTS: Note the take action section and suggestions
- At a team meeting, list the pet peeves clients may have about the practice.
- Invite clients to meet with an independent facilitator to share the good and the bad about the practice and recommend ways to improve.