Is Good Customer Service Going to the Dogs?

by: Trish Lambert
I had an experience the other day that has made me think about how too many customer service experiences unfold in the business world today, and about the difference that really good service can make. I have two dogs. Earlier this week, it was time for them to get their summer haircuts so that they will be able to comfortably cope with the Houston heat. The newest addition to the house is Jason, a miniature schnauzer who had been the prized pet of an old lady who had to give him up for adoption when she moved to a nursing home. She had chosen to keep him fully furred, not trimmed in the traditional schnauzer cut, so that he had a really nice wire haired coat to go with his bushy eyebrows and stubby tail. The other dog is Lucky, a schnauzer-poodle mix-poodle ears and body, schnauzer muzzle and curly tail-he gets the traditional cut. So, I took the two little guys to the groomers the other morning. I was the first client of the day, and the salon was nice and quiet. I explained what I wanted to the person who would be doing the job-traditional schnauzer cut on Lucky, but not on Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off-once that wire hair is gone it never grows back. Did she understand, I asked? Yes, she answered. But did I want Jason’s skirt trimmed? Skirt? I stared blankly and finally figured out that she was talking about the feathery bits on his chest and belly. Yes, fine, I said. Trim that area but just don’t shave him. She nodded. I went back a few hours later to pick up the boys. At that point the salon was buzzing with dogs, clients, and groomers. The fur was literally flying. First came Lucky, looking very dapper and neat. A few seconds later, out came Jason, and my mouth dropped open. He had been completely shaved!!! The groomer had given him a standard schnauzer cut-and that lovely wire coat was gone forever. I couldn’t believe it. I was angry and sad at the same time. What had happened? How could the conversation we had had in the morning have been so completely lost? After discussing the situation with the salon owner, she reluctantly refunded my money, which was very small consolation for the snafu. It should be no surprise that I will not be going back to that salon when the boys’ fur has grown out. This whole thing left me thinking about how this kind of customer service happens in other businesses. There were several points about the experience that translate: 1. Are we really listening to our customers? Do we ask the questions we need to ask to make sure that we understand what they want from us? Do we make accurate notes so that we retain instructions and deliver what was asked for? I got plenty of nods from the groomer during our talk, but my instructions obviously got lost somewhere between her ears and her shears. 2. Are we communicating clearly back to them, or do we use industry jargon that they may or may not understand? When the groomer asked me about trimming Jason’s skirt, I had to stop and think. It was MY responsibility to figure out what she was talking about. Not a great way to do business. 3. Finally, and very very important, when mistakes do get made on our side of the transaction, how do we make amends? Even the worst error doesn’t have to mean the loss of the customer. Respond to the mistake with restitution that matches its seriousness. In my case, given the extent of the mistake with Jason, and the permanence of the result, the salon owner fell far short in restitution and in terms of keeping my business. I had to struggle to simply get a refund, which was insufficient compared to the permanent impact this error has. I won’t be back to that salon. These three points--listening to the customer, communicating back in ways that they will easily understand, and making appropriate amends when mistakes get made on our end-are the core of excellent service and the key to keeping loyal and happy customers. (As a post script, I should note that Jason still looks darn cute, even without his fur. And I’m sure he doesn’t care one way or the other about all that wire hair!)
About The Author
Trish Lambert (http://www.trishlambert.com), principal of 4-R Marketing LLC, is an experienced marketing consultant and creator of the 4-R Marketing Model™ for service businesses. Very much a "non-conformist" in the marketing world, Trish produces measurable results with marketing that drives revenues for her customers.

Canine Parvovirus - A Serious Cantagious Disease in Dogs

by: Jonni Good
Canine parvovirus, sometimes known simply as 'parvo,' is a serious contagious disease caused by a virus. This illness is spread when dogs come into contact with the feces of infected animals. Dog parks, highway rest stops and popular walking trails in cities are areas where dog feces are often found, and where an unvaccinated dog may pick up the virus. Humans may also unknowingly bring the virus home on the bottom of their shoes or on their car tires, so dogs who never go outside the yard can still be infected with this disease. The virus can live in the soil or other contaminated surfaces for as long as six months. Most animal shelters and kennels make every effort to avoid the spread of contagious diseases by cleaning the kennels with bleach, but any time that large numbers of animals are kept in close quarters, there is a possibility of infection, so keeping up on your dog's vaccinations is always a good idea. Although puppies are more commonly affected by this illness than adult dogs, both my brother and I once owned adult dogs who became seriously ill from canine parvovirus. Both animals had been vaccinated while in our care, but they were acquired after the dogs had reached adulthood, so they may not have received proper vaccination as puppies. Both dogs recovered, but only after several weeks of intensive in-hospital care. Since this virus attacks the lining of the dog or puppy's digestive system, the symptoms of the disease are diarrhea, vomiting, lethargy, lack of appetite, and bloody, foul-smelling stools. In addition to severe abdominal discomfort, bloody diarrhea and vomiting, the dog may also have a high fever, and congestive heart failure is possible. Severe symptoms may follow several days of gradually decreasing appetite. Illness usually becomes apparent from three to 12 days after the dog was exposed to the virus. Obviously, this is a very serious disease, and immediate medical care is required to reduce the risk of death. The veterinarian will make sure to keep the dog from becoming dangerously dehydrated, which can keep the dog or puppy alive long enough for its own immune system to fight the disease. Antibiotics are not effective against this virus, but they are usually given to an infected animal to help prevent the occurrence of secondary bacterial infections, which can cause shock or septicemia. Secondary infections can occur without antibiotics because parvovirus suppresses the dog's ability to make white blood cells. A blood test showing a low white blood cell count is one of the ways a veterinarian can make a diagnosis of canine parvovirus. Because the illness causes severe dehydration, the dog will also be put on intravenous fluids, and the animal will probably need to stay under the doctor's care a week or more. Because the gastrointestinal tract has been affected, the veterinarian may withhold food and water from the dog until the virus has come under control. Unfortunately, some dogs and puppies who survive a bout of parvovirus can be affected by symptoms six months or more after the original symptoms, particularly if the virus has infected the heart. To prevent infection, puppies must be vaccinated under the proper schedule, and they should not be taken outside the yard or introduced to any other dogs until at least two weeks after the last puppy shots are administered. Some veterinarians and dog breeders suggest that you avoid dog parks entirely, even after your puppy has been vaccinated, because of the possibility of picking up this or other contagious canine illnesses. If you adopt an older dog from the local shelter, you should take him to your veterinarian for a checkup and ask that he be vaccinated, unless the shelter administered routine vaccinations while the dog was in their care.
About The Author
Jonni Good writes about dog health and older dogs on her website at http://www.older-dog.com