Thank you for calling McKee-Pownall Equine Services – or in this case, checking out our website! My name is Laura. You may have spoken with me on the phone or corresponded with me via email. I am a part of the McKee-Pownall team, but not necessarily in a way that jumps to mind when one thinks of a veterinary practice.
I answer the phone and perform administrative tasks. To some – it may not seem that exciting, but I love it. I love the client interaction. I love the wealth of knowledge that I have access to. And I love the satisfaction of a good client/patient outcome. While a good patient outcome 100% of the time would be fantastic, it is not realistic. Through all the highs and lows of horse ownership, the one thing that we can provide as a constant is excellent customer service.
Here is an example of where I was let down by less than stellar customer service. I had put my money in a bank that had wooed me with a points system and a slew benefits for switching to their services. On paper it was a great deal, and the employees were all pleasant to deal with.
Then I was faced with the items I did not read in the fine print. To benefit from the points system, the bank account HAD to be applied for online. So, I applied online; however, a whole new bank account was created for me. Now I had 2 bank accounts that served the exact same purpose – and would have to pay the same monthly fee. I closed the initial account, only to have complications with the automatic payments. While the request had been made in the system, the process was never completed, which resulted in some missed payments. The bank was more than happy to charge me some administrative fees, for their error. After resorting to (what I like to call) “Squeaky Wheel Syndrome”, the issue was sorted out: after 5 weeks, and one more series of missed payments.
I was the one who had to follow up, and I wasn’t very happy about it.
All that this bank had to do to make this a great client experience was: Take the time to resolve the issue correctly, while keeping me updated.
It seems that the societal norm for customer service is excessive hold times, multiple transfers, speaking to a robot and falling short on expectations set. I’m not the only one with a story similar to the one above.
Armed with personal experiences, the Customer Service Representatives at McKee-Pownall are given the opportunity to put themselves in the client’s shoes. The guidelines are easy – Don’t surprise, don’t confuse and keep the communication open. Our mandate is to be the advocate for the client. We know how stressful a visit from the vet can be so we try to make the experience a positive one.
McKee-Pownall Equine Services believe that excellent support staff is a key element to the overall experience a client has with us. By working together, letting people do what they are good at, the vets, techs and CSRs are able to provide the type of service and veterinary care that we would want to experience as clients. A bonus to us is that we enjoy where we work and the people we work with.
The next time you are contacting the office, feel free to drop a line on things you like or wish we did. We are always open to suggestions and believe that there is always room for improvement.
Laura Holmes ~ Office Manager