Use Case: Customer Satisfaction
Customer Satisfaction
A Veterinary Hospital in the Southeast United States contacted us in March 2019 because business and employee morale were dropping. The hospital was gaining new clients every month, but were losing clients at a much faster pace. It seemed like a slow path towards an uncertain future
We engaged the hospital owner, staff, and employees with our Value Discovery Methodology to understand the culture of the hospital. Over three days we became part of the “chaos” throughout the hospital. From the client check-in, waiting, receiving treatment, chaos reigned from open to close. In between bouts of chaotic energy, there were times for discussion and reflection with the employees and staff. By the end of day three, opportunities began to emerge. Streamlining client check-in, reducing wait times, and improving the quality of treatments became parts of the solution we helped this hospital implement. After six months of polished operating procedures, the pace of new clients easily surpassed the lost client rate confirming an improved customer experience. Revenue increased by over $250,000 signaling a strong path forward.
This project was valued $250,000 US Dollars
Key Insight: Even with our depth of experience, sometimes it can take several iterations before a low cost, low risk opportunity appears.
Key Customer Insight: Trapped in the chaotic whirlwind of daily activities, how can leaders and owners break free to find fresh ideas for their businesses?
Ask about these other Use Cases
- “We have two primary services we offer. One has great customer loyalty, the other is terrible.”
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- “Complaints on service and food quality have risen in the last 3 months.”
