You can begin improving the customers experience by learning about them and their families. So the next time the client comes in you could ask how their child performed at the big swim meet or if they purchased that new car. Making casual conversation with your customer, being sure to use their name, will help form a bond thus enhancing their customer experience.

Keep in mind customers make judgment calls about quality of care based in part by appearances having nothing to do with medicine. Remember visual impressions set expectations. The first thing to consider is 'curb appeal.'

• Is your building attractive and well maintained?
• Is the landscaping well maintained and parking lot free of debris?
• Are your windows and doors clean and in good condition?

When inside, look around from the clients perspective; be sure there is not a disorganized appearance or offending odors. Make certain the reception area is free from cups, papers in disarray and scattered sticky notes; this gives the impression that things are out of control and undermines a customer's confidence in your practice.

• Do you have comfortable well maintained chairs and reading material?
• Are your product displays attractive?
• Are prices easily viewable?
• Is the room arranged for good traffic flow?
• Is the customers restroom clean, functioning properly and stocked with basic necessities?
• Are staff members uniforms tidy and clean?

In this day and age customers have many choices. You want them to keep your practice in the forefront of their veterinary needs. Always remember, good customer service is key. Helping customers with their experience will keep them choosing your hospital for years to