Your client comes first -- Client satisfaction does pay -- Walk in your client's shoes -- Client expectations -- What clients want to know -- Teamwork improves client satisfaction -- Shared vision -- Standards: minimum requirements for maximum service -- Staff satisfaction and teamwork -- Empowerment -- Continuing education- for veterinarians and staff -- Suggestions for practice managers only -- Let's get specific: service improvement for client retention -- Veterinary clinic, please hold -- Waiting room dilemma -- Partnership with clients -- Client retention strategies -- Service recovery for loyal clients -- Quality: a moving target.
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