Despite your team’s best efforts, there will be times when service errors occur or clients become disgruntled about something. Empower your staff to address and handle problems for clients when they occur. Clients will be happier and impressed if your employees can quickly take action to resolve lapses in service or help them with their problems. For example, if a client needs to pick up or drop off their pet outside the regularly scheduled time period, they will be thrilled when a team members works to accommodate their schedule. Likewise, when breakdowns in communication occur, clients appreciate an apology and actions to improve communication.
Efforts to create an exceptional client service experience and promote a service-oriented culture are on-going. Assess your service on a regular basis and formulate action plans to improve service when needed.