Dharma is feeling a bajillion percent better. She’s able to sleep and her eyes aren’t red and watery. No more scratching, chewing her feet, and panting. Yippee! I still have 10 days of ear medicine to administer, but the improvement already is huge.
Same vet, but what about the service?
I’ve been going to the same vet for YEARS. One of the services I appreciated — and was charged for — is no longer offered. They will no longer trim nails. Why? Because they’re simply too busy now.
My vet instead offered a tranquilizer so I could easily take her to a groomer. I think that sucks. It was between $11 and $15 bucks for a nail trim (can’t remember exactly) that took a couple minutes. How long does it take to prepare a tranq? 🙄
I also noticed the vet didn’t come back in the room after he took Dharma to the back for her shot. Some chick blundered in with her instead, tripped over her leash, and pushed the ear medicine into my hands. Busy is great for business… it’s more money, right? But the experience I received when trusting my vet with my family member was lacking.
Maybe I’ve been working with my brother too long.
His latest book, “The Ultimate Customer Experience” lists the 3 levels of customer interaction:
- processing — what customers have a right to expect
- service — willing to add an ingredient of engagement to enhance the interaction
- experience — connect on a higher level so the interaction is perceived to be personal (the way the experience made the customer feel)
I spent over $200 bucks and the processing was great — Dharma is better. A nail trim (even a $15 one) would’ve been service. Since we didn’t make it to step #2, there’s no way we can get to step #3.
I’m disappointed.
Now you know: (Sittin’ On) The Dock of the Bay was recorded by Otis Redding just 72 hours before he died in a plane crash.