The VHMA files: Connect with veterinary clients
If anyone's ever told you, "What you don't know can't hurt you," let me say, "They're wrong." Feedback can sometimes sting. But it also can be enormously helpful. Those of us in veterinary medicine—essentially a service industry—know that. Once we fail to offer services in a way that satisfies our clients and ensures the well-being of our patients, we're headed for failure. And those who can most effectively evaluate our services are those who use our services.
Listen upWhen managers ask, "Why should I survey?" I respond, "Consider the alternative!" When clients have a great experience, they want to tell others about it. When clients have a bad experience, they want to tell the world.
When we're angry and upset, we want to vent. And one way to ensure your complaints are heard is to post on social media. A poorly written but venomously negative review can be more entertaining and reach a wider audience than the kind words a client posts. A survey can help. Surveys provide a forum for venting disappointment and dissatisfaction. Clients benefit by getting the complaints off their chest, and the practice benefits by understanding any issues with service or care and taking steps to rectify the situation.