Sunday, July 15, 2012

1078. Uplifting Service - 2012 Ron Kaufman

Saw the book at the library. Good tips to create value for customers through action.

Chapter 16. Pg 164. Building your service recovery system is useful - stories of recovery are collected and service providers rewarded.
How can this be applied to Toa Payoh Vets?

Skin disease cases - recurring or from another practice
If the vet in Toa Payoh Vets can successful resolve the dog's skin problems.
This means using evidence-based medicine (skin scrapings of 5 sites, not just one site, swabs, microscopic exam) and follow up 3 days later and 2 weeks later. Very few vets bother to do it. Very few owners bother to return for review 2 weeks later. A system to document skin disease treatment?

Recovering an existing customer is usually less expensive than acquiring a new one.
1.  If the vet promses to phone back later, the vet must do it. This is one complaint I receive when I man the phone calls.

Other matters
1.  Waiting more than 2 hours despite making appointments. A rare complaint but this should be attended to. There must be a monitoring system by me. Now, waiting times are limited to 15 minutes per person.







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