This week I experienced a personal heartbreak. It was during that time that I was once again reminded what truly sets someone (and their business) apart. It has nothing to do with flashy stuff, extra letters after your name, or a snappy elevator pitch. It is all about having heart, caring about the little things, and showing up to serve as a real, authentic, and caring human being.
Our beloved cat Copper who was 16 had been experiencing old age kidney decline for the last 18 months, the last 3 of them being a high-maintenance, roller-coaster ride of giving her subcutaneous fluids and medication at home. Any cat lover knows just how much fun giving a cat an IV and pills is, so you can imagine the stress of this time. She was a total trooper and such a good, sweet kitty the whole way for which we were grateful.
That is why it was so heartbreaking to have to put her down this week. As I reflect on this experience, I was reminded how blessed I am to have so many of the service providers in my life be such top notch.
There are probably at least 5 veterinarians within a 4 mile radius of my house. Yet the one I have used through my years in this town far surpasses what it means to be of service. It’s like a lesson in customer service and differentiating yourself from the competition every time I meet with them (and this includes not just the doctors but the extended staff). And, it has nothing to do with a sales pitch.
In just this 3 month period the good people at Telford Veterinary Hospital have:
- Guided us wisely through the almost constant ups and downs of kidney failure and bladder infections.
- Saved us untold upset by recommending one of their vet technicians to care for our cat and her medical needs when we had to travel for personal or business. (She went above and beyond and then some for us… I love this woman!)
- Treated our cat and equally important us (the humans/owners part of the equation) with nothing but the most personal and compassionate care and communication.
- Regularly followed up with us via phone and accommodated last minute appointment needs as the situation warranted.
You might think – well that’s just part of running a business, right?
Perhaps…But… [Read more…]