#customer service

Coping with shockingly bad client behavior

Coping with shockingly bad client behavior

March 28, 2022

Everything has changed. Whether we are still curbside or taking clients in one at a time, most of us are still laboring under the pandemified conditions we have been forced to adopt.
Reducing client anxiety in veterinary medicine

Reducing client anxiety in veterinary medicine

July 29, 2021

As veterinary professionals, we know the signs of fear and anxiety in our patients because we see them every day.
Millennials favor friendly staff, personalized service

Millennials favor friendly staff, personalized service

September 18, 2019

Young pet owners are willing to spend on their pets, but their loyalty is far from free.
Why your front-desk team sucks

Why your front-desk team sucks

March 13, 2019

Do you remember the first time you told a pet owner her dog was dying? You were sweating bullets, struggling to find the right words, and tried your best to be honest and compassionate. I'm going to have a similar conversation with you. Your front-desk team is in critical condition. If you don't resuscitate your employees, client relationships will die. Every client interaction begins and ends with your client-care team. From the phone …
New initiative honors veterinary customer service representatives

New initiative honors veterinary customer service representatives

January 2, 2019

Veterinary client service representatives (CSRs) across the U.S. are being recognized for their role in the animal health industry.
How veterinary practices can improve client retention

How veterinary practices can improve client retention

November 8, 2018

With pet ownership reaching record-highs in the U.S, there’s plenty of opportunity for small veterinary practices to increase revenue. But many practice owners are finding it difficult to compete in an increasingly crowded marketplace.
Why practice owners should copy hotels for inspiration

Why practice owners should copy hotels for inspiration

April 4, 2018

You've probably had the experience of eating out at a restaurant where the food was great but the overall experience was terrible. You were seated 30 minutes after your reservation time, the server was aloof and, at times, rude, and the kitchen got your original order wrong—and then stuck it on the bill before you pointed out the error. It doesn't matter that the steak you ended up eating—the offering you actually paid for—was cooked …
Could your practice use a CWO?

Could your practice use a CWO?

September 11, 2017

Until recently, there were: The CEO, or chief executive officer; The CFO, or chief financial officer; The CIO, or chief information officer; The CTO, or chief technology officer; And a few others (CSO, CCO, and CKO anybody*?) I recently heard of the CWO, aka Chief WOW Officer, aka Director of WOW, as Nido Qubein calls it. The businessman and motivational speaker is currently the President of High Point University, an …
Is your vet practice a destination practice or irksome errand?

Is your vet practice a destination practice or irksome errand?

April 24, 2017

A client arrives for her dog’s checkup. Both receptionists are busy answering calls. The pet owner signs in and takes a seat. Fifteen minutes pass before anyone greets her. A technician shouts across the lobby, “Bailey?
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