Page 26 - Client Coordinator

3009 – Client Feedback
Results Statement:
Primary Responsible Position:
What you do:
Drill/Quiz on “Client Feedback”:
1. Why do we have this procedure?
2. What happens to client concerns or reasons clients don’t book if we DON’T do the procedure? How
does that affect YOU in your job?
3. How are often are you gathering this feedback?
4. Where do you keep these stats?
5. When do you report these stats? To whom? What do they do with it?
To assure more pets get care from us and our clients are
happier to book with us.
We do this by listening to them. The routinely tell us why they
may not book. We crate plans to help prevent the main
reasons.
Client Coordinator
Every day as you are making calls (treatment, reactivation ,etc.)
you are reaching certain clients that choose not to book once
you reach them. Most of these clients will readily tell you why.
You keep a log of these reasons why these certain clients don’t
book. You keep this log daily, every day you make calls. This log
can be the format you find is best (hand-written with tick marks,
printed, etc.), BUT is always kept in the client coordinator
binder
th
Once a month, by the 10 , you look over your log and find the
top 1 to 3 reasons these clients chose not to book. You report
these 1-3 reasons to the D of A in writing (printed or email)
The director of admin will come up with at least one action step
to help us prevent these reasons as much as possible. The D of
th
A will then submit their plan to the ED by the 15 of the month.
This/these D of A action steps should help our clients to be
more happy book appointments for their pets.
[26]