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Measuring customer experience really matters
It is really important that practices monitor and measure whether clients would recommend them.
Staff must know why they do what they do, in order to perform well

Find your ‘why’ was the first thing Alison Lambert said in her lecture in the business theatre at the London Vet Show.

Nietzsche said: “He who has a why can endure any how”.

This was the theme of the lecture and Alison made it very clear that unless staff know why they are doing what they do, they will not perform as well as they should. This has a knock-on effect in the delivery of all areas of the service you are providing, because you are not giving your team a purpose.

The customer experience is directly related to your business success, so poor service means poor customer experience and poor success. Alison asked: “How many bad experiences will a customer put up with before they leave you, however good your clinical services are?”

The power of recommendation is enormous and it is really important that practices monitor and measure whether clients would recommend them to others. Research has shown that 50 per cent of any purchases are driven by emotion and this can also be directly equated to the quality of service provided.

Alison was passionate about practices being clear on why they are there and imparting this to their staff. This in turn empowers and motivates the practice team. A motivated team will deliver a much better service to clients and, in turn, clients will recommend you to others.

The customer experience is intrinsically linked to your bottom line. Latest figures show that there are now 5,050 practices in the UK - almost double the number from less than 10 years ago. This kind of extra competition means that the ‘why’, the ‘what’ and the customer experience cannot be ignored.

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New online dental resource for vets and horse owners

News Story 1
 The British Equine Veterinary Association (BEVA) has launched a new online dental resource for vets and horse owners.

The veterinary section of the resource is aimed at primary practice equine vets who are performing dentals for clients as part of a routine care programme. Information includes 'how to perform a thorough oral exam,' guidelines for charting, and a list of BEVA equine vets with postgraduate qualifications in equine dentistry.

Free to BEVA members, the new resource is supported by a range of practical courses, veterinary CPD, workshops and webinars. To find out more visit the BEVA website 

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Vet school runs event for aspiring vets and nurses

Bristol Veterinary School is hosting an event for aspiring vets and vet nurses, to allow them to experience life as a student and find out what itís like to work in veterinary medicine. The one-day event, called VetQuest, will be held at the Langford Campus and includes a tour, talks on admissions and work experience, and the chance to take part in practical sessions. Taking place on Saturday 27 October, the event is primarily aimed at 11-12 year olds and costs £50, including lunch. There are a limited number of subsidised tickets for £10. To book, visit VetQuest 2018