Veterinarian in Society

CLIENT SERVICE

• What is client service?
  • Client’s service is the ability to meet client requirements.
  • Satisfaction = Perception - Expectation
• If the client perceived better than expected service their satisfaction is high, but if the service provided did not meet expectations their satisifaction is low. In veterinary practice clients seek
  • Freedom from worry about their pet’s / livestock health
  • Reassurance that they are doing the right thing for their pet / livestock
  • To have access to experts in animal health care.
• Client dealing is related to marketing of needs and wants of services / goods, then developing programmes and services to meet those needs and wants. In this case we need to first determine client’s needs and wants. Find out what your clients want and give it to them. Probably the most accurate way to determine client needs and wants is to survey some or all of them. It should be conducted annually or semi-annually. After surveying clients, you can incorporate the results in your marketing plans.
• The following is a list of clients wants
  • The doctor’s office to be clean, warm, friendly and caring.
  • To communicate with the doctor. It is estimated that majority of the consumers are dissatisfied with the quantity or quality of their communication.
  • Superior service to be treated with courtesy and respect.
  • To believe that an employee is doing a little extra for them.
  • Convenience and the recognition that their time is valuable.
  • Full co-operation and attention
  • To asses their rights to good care, dignity, respect, courtesy and promptness to their satisfaction.
• It is also important to remember the 4 Ps of marketing while dealing with a client.
  • Product - Service we offer to our clients
  • Place - Our office environment
  • Promotion - Every time you provide a service or sell goods, you promote your practice or sales
  • Price - Quality of the goods and services justifies the price.
• Client dealing can well be practiced using a number of approaches. This paper details two strategies for effective client dealing i.e., marketing pyramid and team model.