A recent photo of my little dude...
We are often talking about “caring” for your customer on this blog. Caring about them, caring about what they do, caring about what they say, caring about their future, and caring about what they need.
Well, I have just gone through one of the most personal and emotionally intense couple of days I have had in a long time. Our dog, LittleMan, pictured above, passed away just the other day.
Needless to say, losing him was like losing a member of the family. And he was a member of our family for over 15 years. It was very difficult to bear.
But from this ordeal came a very rewarding and memorable experience – engaging with our vet, Sprayberry Animal Hospital.
When I brought him to their facility just the other morning, they immediately noticed that he was not in good shape. He was rushed back and tended to by a team of vets, all who had lovingly cared for him for years. It was clear he was important to them. I was taken to a private room where I could deal with what was happening, and not forced to be in the main public waiting area. They noticed that I was very emotional. This was comforting to me.
When they came to inform me of the news that he was ready to go, I was forced to make the decision I had dreaded for 15 years. But the news was delivered in a way that was loving, caring, and understanding of the difficult nature of what they were asking of me.
I was brought back to the room where LittleMan was being cared for, and it was apparent to me that it was time to let him go. As much as I dreaded making the call, it was comforting to know it was the right one. And I needed that comfort and assurance that I had made the right decision, and every member of the staff and team made it clear to me that I had done so.
When I was sitting with him in his final minutes, his veterinarian of the last 7 years was sitting with me, rubbing my back, and worrying about me (talk about “hands on” customer attention…). I was very emotional. And a team of vets were with LittleMan, being very gentle, loving, and tender.
Once he was gone, I was allowed to be with him for as long as I needed. And I needed some time. I couldn’t help but notice that my vet was waiting outside the room just in case I needed anything.
And just today, we received in the mail a handwritten note telling us that they had made a plaster paw print from LittleMan, something for us to keep and remember him by. You can’t imagine the power of that small gift.
Looking back, this facility could have easily handled all this very professionally, but without the personal and loving touches. Clearly, a conscious decision had been made to go the extra mile and make this very difficult experience easier to bear for people like me. You can bet this decision on their part costs them more money and takes valuable time on the part of the staff. But it made no difference to them. Let this be a lesson for all of us.
We should all look to ways we can go the extra mile. To “care” for our customers, rather than just run through the motions. You can’t imagine the difference it makes when that extra effort is taken. In my case, it can have a profound impact on your experience.
I will never forget my LittleMan. But I will also never forget the loving customer care received from Sprayberry Animal Hospital. It will long inspire me to care more – and go the extra mile – for my customers.
Thank you…
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