By Jesi Tassava, Executive Assistant
Once a client has chosen your hospital to take great care of their pets, the importance of creating a great experience for that client does not end. As a team member at an animal hospital, there are little things you can remember to do throughout each client’s visit that can elevate their experience. Creating a great first impression for clients, as well as a positive last impression can be key in solidifying trusting relationships with clients. First, stop for a moment and think about a time when you visited somewhere and had an excellent customer service experience. Was is the last time you went to your favorite clothing store, or the last time you got your hair cut? Now think about what aspects of your visit made that experience so positive for you… Remember these aspects and think about how you can incorporate them into your role at the animal hospital.
First Impression
You can begin to create a great first impression before the client even arrives for their appointment! Stay on top of the appointment schedule for the day, and know who will be coming in for their appointments before they arrive. If you do this, you will be able to immediately greet the client by their name, as well as their pet’s name when they walk in the door. There is no doubt that clients will appreciate that you knew their name. If you are behind a front desk and have the ability to easily walk into the lobby area, try to take a moment to go up to the client, greet them and their pet (get on the pet’s level!), and direct them to a seating area. If it is not easy for you to leave the desk area, make sure to smile, make eye contact with the client and guide them to the waiting area. Offer them something to drink or eat while they wait, and be sure to check in on them if they have to wait longer than expected for their appointment.
If instead, you are the team member who greets the clients in the lobby and directs them back to the exam room, you too can begin creating a positive first impression before you walk up to them. Know who is coming in for appointments, before they arrive! This way, you can greet them by name, just as the team members behind the front desk did. Clients will love the personal experience and will feel great knowing that you knew their name. After greeting them by name, get down on the pet’s level and give them some love. Clients adore their pets, and will love it if you give them attention. Then, you can guide them to their exam room, ask them how their day is going and again, ask if they would like anything to drink. These are simple tasks that you can incorporate into your day, which will make a meaningful impact on all clients.
Last Impression
Making sure you provide the client with a lasting impression is just as important as the first impression. Just because the client has already gone through their pet’s exam, does not mean their experience has to be over! Remember to always smile when speaking with the client, even if you are busy or having a rough day. Before a client leaves the hospital, make sure all of their questions have been answered. Ask them if there is anything else you can help them with and remind them of your name so they can feel free to call you incase they think of something after they leave. As they are leaving, don’t ask the client if they need help opening the door, carrying their cat carrier or their dog food, but instead just go ahead and help them! Go out from behind the desk and open the door for them. Grab the food they would like and instead of handing it to them, walk it out to their car for them. These tasks will only take a few seconds, and will greatly elevate the client experience!
The first and last impression you provide a client who visits your practice can make a world of difference. When you provide positive experiences for all clients at all times throughout the client cycle of service, they will become loyal to your practice and will tell all of their fellow pet owners about you!