Commentary
Tony McReynolds shares results from an appropriately robust discussion with industry consultant Josh Vaisman, CCFP, MAPPCP (PgD). Truly, curbside services are uncharted territory for veterinary teams. While no one really knows exactly what works and what doesn’t, I believe the secret sauce is as close as the treatment foo-foo coffee customers get at Starbucks. Scooter’s, Dunkin’ or Xpresso Delight.
Fifty percent or more of folks who drive through for coffee have a relationship with the barista who frequently remembers “your usual” after five or fewer visits. If you stop coming for a week or two and return, the barista is likely to ask where you’ve been. Right?
Source: AAHA NEWStat, October 29, 2020. Link. Vaisman is spot-on when he asserts the need for setting expectations and increasing transparency through communication. So what’s going to keep them coming back? The same things that keep anybody coming back, Vaisman says: “Anything we can do to help people feel heard, included, invited, and genuinely cared for.”
When people feel empowered, included and like they’re part of something, they’re more likely to want to be a part of it again in the future.” – Josh Vaisman, CCFP, MAPPCP (PgD)
Also see: 2 powerful words to empower animal owners, AHD, October 27, 2020. Link.
What else?”