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.
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.