For most pet owners, these services and products are expected to be provided by the veterinarian. They wish to find at the veterinary practice all necessary advice, but also products and animal health services. It is therefore mandatory that veterinarians know and try to match as closely as possible their client's expectations. However in the eyes of the owners, the veterinarian is the expert , so it is quite normal and "expected" that he or she would fulfill these needs.
The "animal doctor" is expected to propose such services or products. However, it is well known that there is a potential cultural conflict. Most veterinarians will mention that they have not studied medicine and surgery to "sell dog food, or shampoos". In such case the barrier is the veterinarian, not the owner. Expectations are what is expected, wish, hoped, and desired.
In the word "expected" one can perceive the necessity and potential for dissatisfaction if this expectation is not or no longer fulfilled. In other words clients may be initially impressed because a service was beyond their expectation. However it then may become a need and a request. This is the continuing challenge of trying to achieve excellence in client service by exceeding client expectations. A few years ago when you called a veterinary clinic, or any consumer service oriented business you received the typical welcome such as 'hello' There are several kinds of expectations.
Those who are expressed or so-called 'explicit' and those who are not expressed by the customers or so-called 'implicit' expectations. It is quite important to know what are our client's implicit expectations since by definition these will not be mentioned by people. A perfect example is the fact that people expect the personnel and staff in a veterinary clinic to have a ' professional medical look' white or medical types of clothes Veterinarians specifically need to have a good understanding of that category of expectations.
Some classical implicit expectations of the consumers include:. Transparency prices should be clearly marked, invoices should be itemized, etc. Environment comfortable, neat, clean, odorless, friendly, modern, etc. Clients cannot judge the level of medical and surgical care you give, but they can and do judge the level of service they receive. In the client's eyes, the only major factor that may distinguishes you and makes you unique from other practices, therefore striving for excellence in client services is essential.
