Wednesday, August 1, 2012

A good customer service story

I know my last post was about poor customer service, so I thought I'd share a good story of how to engage with customers. 

We have been taking our dogs and cats to a local vet for 15 years. We almost always use the same vet even though they have 3 that work at this clinic. He is great, super friendly and the animals love him too. I'm not sure how much we have spent with this clinic over the last 15 years. In the last few years our dogs have gotten old and sicker. I know the monthly medicine costs for "Princess" costs more than my car payment. In summary we are a pretty lucrative client.

Unfortunately our vet is leaving and moving to Florida. While we do know the other vets and all of the staff, the new full time vet that is taking over is from a different clinic. We've never met him, even though he is a part owner. I'm sure he is good and capable, but that doesn't exactly offset the 15 year relationship we had with the previosu full time vet either. 

But they did something smart. They had a "welcoming party" for the new vet and we were invited, which was great, though we missed it. I'm hoping that on the first visit they will schedule some extra time for us to get to know him. It seems like a great way to reach out to customers and let them know their business is important and see what they are doing well. 

Anytime there is a reason to talk to customers, especially at an executive level, is a great time to differentiate yourself. Don't pass up the chance to be amazing.


  1. Good customer service, indeed. The company did a good thing of hosting a

    welcoming party. They must know how attached you all were with your old

    vets that they came up with the idea of having a fun orientation for you

    guys to know and be comfortable with each other. It just shows how the

    company cares for you, their loyal customers. :D

    Noreen Clay

  2. Yes, throwing a welcoming party serves a lot of purpose. First is to let their clients know that the vet is equally good as the one moving to Florida, while the other purpose is simply to welcome the new guy. Practicing ideal customer service is the lifeblood of any enterprise, since this is essential in elevating your business via a clean and fair trade.

    -Sonia Roody

  3. Aww. This is so inspiring! I admire the ‘welcoming party’ idea. It’s great that you and your veterinarian had a very direct and strong relationship. He did not leave you guys hanging, and he still managed do all these to strengthen your connection with him, the company, and your new vet. A remarkable ending with your veterinarian for 15 years, and a fresh and good start with the new one. :D Nice!

    Ruby Chelmsford