Managing Director, Foundation of Companion Animal Hospitals in Greater Stockholm, Regional Companion Animal Hospital Bagarmossen, Ljusnevägen
Abstract: Clients come to us when the relationship with their animal does not work. They are seeking a solution to their problem. It is up to us to help them find the solution that is best for their pet and themselves, and create peace of mind for them. Clients are increasingly suspicious and cynical about professional service providers such as veterinarians. It is up to us to go out to our clients and work on establishing a trust relationship with them. Client satisfaction levels are determined by their experience. We must learn to take responsibility for managing their experience so that they come back to us.