Tag Archives: Veterinarians

Vet Clinics: How to Win Over a New Client on the Phone

Communication and Messaging

I needed to find a new veterinarian, and I was anxious. Our favorite veterinarian moved out of state a few years ago, and we had a not-so-great experience with another vet clinic we tried afterward. Our newly adopted chihuahua mix Rosco had thrown up a few times several days in a row. The bottom line: I needed a new veterinarian, and didn't have the luxury of shopping around slowly for the right fit. I was worried about my pup, concerned he could have swallowed part of a toy or eaten something t...

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How to Make the Wait Easier at Your Veterinary Clinic

Competitive Intelligence

It's all over the news: veterinary clinics are stressed to the max and long wait times — if you can get an appointment at all — are becoming the new norm in the wake of the pandemic. One news article highlighted clients waiting hours for their pets to be seen, even when they were in need of urgent care. Patients with less severe ailments had to wait even longer. Just as with doctor's offices, wait times have always been a thorn in the paw of the customer experience at veterinary clinics. There m...

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Should Your Veterinary Clinic Charge Late Fees?

Competitive Intelligence

Charging late or no-show clients may be good or bad for business. "Ms. Smith, you and Fluffy were 15 minutes late, so we've added a $25 late fee to your bill." It may sound funny, but some veterinary clinics are cracking down on lateness and no-show clients with fines and fees. I took my dog to a new veterinarian last week, and when I was making the appointment they mentioned they charge a fee to any client who shows up late, or not at all, without notifying the staff. "All we ask is that you co...

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5 Vet Clinic Service Mistakes to Avoid

Competitive Intelligence

How to learn from common mistakes to provide excellent service that will keep clients (and their pets) coming back. Veterinary clinics are having a tough time in the wake of the pandemic, with staffing issues creating constant challenges. But focusing on great service even during these hard times can pay dividends later by creating loyal clients who stay with you for years. Providing top-tier service requires training and buy-in for everyone on staff. "It's up to each individual to capture the m...

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3 Ways to Offer a Better Waiting Experience at Your Emergency Veterinary Hospital

Emotions, Perceptions, Feelings

Try these tips to make a stressful experience a little better for waiting customers. On Sunday, I had to rush my dog Sunny to the emergency vet after two stray dogs attacked her while we were out for what was supposed to be a peaceful nature walk. The most vicious dog bit and attacked her repeatedly before I could scare him away. Our regular vet was closed on the weekend and I didn’t want to wait, so I had two emergency vets to choose from, one a mile or two closer and an easier drive than the o...

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8 Ways to Make Your Veterinary Waiting Room More Inviting

Guest Experience News

Follow these tips to create a more positive guest experience for waiting clients. Nobody likes to wait, and when you add in a client’s concerns about their pet’s health, along with fitting an appointment time into their busy schedule, waiting for a veterinary appointment can be a stressful experience for veterinary practice clients and their pets. On the other hand, when you make your common waiting room welcoming, inviting and interesting, your veterinary practice can gain an edge on competitor...

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7 Social Media Tips for Attracting New Veterinary Clients and Building Loyalty

Communication and Messaging

Connecting with pet owners through social media builds trust and loyalty among potential and established veterinary clients. Is your veterinary practice using social media to get the word out about services offered, your friendly staff and ways that potential and established clients can help their pets live healthier lives? If not, you’re missing out on a marketing strategy that boosts revenue and your practice’s reputation in addition to building customer loyalty. “Social media has become the m...

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