1. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 1 Creating Value Through Customer Service Terry Edmondson

2. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 2 Introduction >Name >Start Date >What does Customer Service Mean to You? >Tell a time when you received either WOW service or really bad customer service? >If bad how could the outcome have been better? >If WOW what made it WOW

3. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 3 What is Considered Internal Marketing? >Doctor and staff education >Appearance of the facility >Printed materials sent or given to existing clients:  Reminders  Brochures  Newsletters  Educational handouts

4. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 4 Internal Marketing is Most Effective! “Our profession should concentrate most of it’s marketing efforts on internal marketing techniques catering to clients already using our services. Its always easier to sell to those that already buy.” -- Ross Clark, DVM Taking Your Practice To The Top

5. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 5 The Traditional Model – A Veterinarian Centered Practice VeterinarianControlled Client Education Pet Care Client Relationships Practice Management Staff Management Diagnostic & treatment procedures

6. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 6 Meeting Clients Needs In a client/patient centered practice, the top priority is to meet the needs of the client and the pet.

7. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 7 The New Model— A Client/Patient Centered Practice Standards Health Care Team Veterinarian Client Education Employee Training Scheduling Client /Patient Centered

8. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 8 Client Service Facts >Happy clients tell 3 to 5 people about their positive experience >Unhappy clients will tell 10 to 20 people about their negative experience >It cost the hospital 5 to 6 times more to attract a new client than keep an existing client

9. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 9 Client Service What do clients really want? >Genuineness >Attitude and training of support staff >Attitude and training of doctors

10. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 10 Client Service >Exceed expectations >Accommodate children >Phone calls--incoming, check-up calls >Acknowledge and recognize clients and pets when they come in >Handling of euthanasia/grief

11. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 11 Client Service >Handling of mistakes >Handling of emergencies >Client education >Efficiency and systems >Accurate financial information >Punctuality

12. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 12 Greeting Clients and Patients Welcome clients as quickly and courteously as possible with eye contact and a smile

13. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 13 Use of Personal Names Using the client’s name and pet’s name is like music to their ears It is a sign of recognition and respect

14. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 14 Genuine and Thankful Client Departure Communicating to the client that the practice appreciates serving them is essential to compliment the overall experience.

15. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 15 Standards Of Exceptional Service The essentials of politeness: >Eye contact and facial expression >Use of distinctive phrases of anticipation and gratitude and gratitude >Use of personal names >Positive body language

16. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 16 Telephone Shoppers All healthcare team members should know and be able to communicate the services offered by the practice and the benefits of these services to the client and pet. All healthcare team members need to learn how to listen to clients to understand their needs and wants.

17. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 17 Answering Questions and Giving Information by Telephone When a caller asks the price of a service, respond by telling them what the service includes…. then give the price

18. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 18 Client Education Tools He who has an educated client … WINS!

19. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 19 A Client/Patient Centered Practice… Is a Win-Win for the: >The Client >The Patient >The Healthcare Team >The Doctors >The Practice Owner >The Bottom Line

20. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 20 Standards Of Exceptional Service Written standards enhance:  Consistency of communication  Client trust  Value of client service within the healthcare team the healthcare team AAHA Client Service Standards 2003

21. a strategic buying alliance phone: 888-275-6523 www.psi- inc.net 21 Team Exercise... >Break into groups of three >Create a client education script for one of the following: –Wellness visit –Spay –Dental cleaning