Added value at no extra charge

Team members at Cottonwood Animal Hospital in Ottawa, Kan., like to do little extras for their clients. For example, every patient who undergoes anesthetic gets his or her nails trimmed and ears cleaned. Every boarder gets a quick bath before going home. "We include these procedures on the invoice, but with zero charge," says Joanne Bowman, RVT. "It increases the clients' perceived value of our services because they feel like they're getting an especially good deal."

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