Client satisfaction pays
Subtitle: quality service for practice success
By: Carin A. Smith.
Contributors: American Animal Hospital Association.
Edition: 2nd ed.
Publisher: AAHA Press
Published: 2009
Place of publication: Lakewood, Colo
Language: eng
ISBN-13: 9781583261088
Subjects: Veterinary medicine -- Practice; Veterinarian and client; Pet owners -- Psychology; Interpersonal communication; Practice Management -- organization & administration; Veterinary Medicine -- organization & administration; Consumer Satisfaction
Notes: Includes bibliographical references.
Table of contents: title: Client satisfaction; title: Take a walk in your client's shoes; title: Client expectations; title: What clients want to know; title: "Veterinary clinic, please hold . . ."; title: The waiting room dilemma; title: A partnership with clients; title: Client retention strategies; title: Service recovery for loyal clients; title: A shared vision; title: Team satisfaction and teamwork; title: Empowerment; title: Continuing education; for the whole team; title: Get others on board; title: Quality is a moving target.