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Don't just meet your clients expectations, exceed them! (Proceedings)
What makes the Ritz Carlton THE RITZ CARLTON? Why do they consistently provide the gold standard in customer service? Let's find out!
The ritz carlton standard
What makes the Ritz Carlton THE RITZ CARLTON? Why do they consistently provide the gold standard in customer service? Let's find out!
Customer service is the key
• "What a lovely smell"
• Ask anyone and they will tell you
Understand the culture of your practice
Every veterinary practice, in fact every business has a culture. If you had to use five words to describe the culture of your practice, what would they be?
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Training is essential
Implement a customer service training program
• All team members should undergo extensive customer service training BEFORE they come in contact with clients.
• Experience the level of service you want to provide firsthand.
• a customer service training program
The risks we take in not providing customer service training
• Customer Service Gone Wrong
o Automated phone systems
o Inappropriately placing callers on hold
o Not having food or medication orders ready
o Failure to return calls
o Too busy to properly care for your patients and clients
o Lack of client bonding
What happens when you exceed your client's expectations?
• It is almost impossible to do too much for your clients. Excellence is contagious!
• What are five things that you do in your practice that exceeds your client's expectations?
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Let's create five star customer service in your practice
• Develop a Practice Creed
o The practice is a place where genuine care, comfort and quality veterinary medicine for our patients and clients is our highest mission.
o We pledge to provide the finest client service, a kind word and a "can do" attitude in all communication.
o The Practice experience celebrates a love of pets and people, instills a sense of well-being, and honors the best in each of our clients.
• The Three Steps of Service
1. All clients will be greeted and made to feel welcome by using their name and their pet's name.
2. Anticipate client's needs. Look for what you can do to make it a great visit to the practice.
3. Let clients know you appreciate their visit and look forward to seeing them again. Use their name and the pet's name when possible. Wish them a fond farewell.
• The Health Care Team Promise
o At our practice, our team members are the most important resources in our service commitment to our client.
o By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the practice.
o The practice fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the practice is enriched.
We are committed to the following – the practice basics
1. Our commitment to helping pets live healthier, longer lives must be known and energized by the entire health care team.
2. As service professionals, we treat our clients, their pets and each other with respect and dignity.
3. The three steps of the practice are the foundation of the practice. These steps must be used in all client interactions.
4. The employee promise is the basis for our practice work environment. It will be honored by all team members.
5. All team members will complete phased training for their position and yearly training certification.
6. Our practice policies are communicated to all team members. It's everyone's responsibility to support them.
7. Each team member is expected to participate in making the practice the best it can be by making suggestions and actively being involved in projects.
8. It is the responsibility of every team member to create an environment of teamwork so that the needs of our patients and clients as well as each other are met.
9. Uncompromising levels of cleanliness are the responsibility of each team member.
10. Never lose a client. Their satisfaction is the responsibility of each employee. Whoever receives a complaint will own it and resolve it to the client's satisfaction.
11. Smile – we are on a stage. Always maintain good eye contact. Use the proper vocabulary with our clients and other team members. Say "thank you," "I would be happy to," "It would be my pleasure" or "May I?"
12. Be an ambassador for the practice and speak positively of where you work. Communicate concerns to your manager or practice owner, they need to know.
13. Helping pets and owners is why we are here. They are never a bother or an imposition.
14. Escort clients to the reception area or to an exam room as a courtesy. Do not point the way or give verbal directions.
15. Use good telephone etiquette. Ask to put a client on hold, answer the phone within three rings and use the client's name whenever possible.
16. Everyone is responsible for presenting a professional image of the practice. Take pride in your appearance.
17. Think safety first. Each team member is responsible. Be aware of all safety rules and follow them.
