How to give your clients the best service
As veterinary professionals, we went into this career because of our love of pets and a desire to help them. You may think you've got great service under control, but with today's economy you can never be complacent. Give clients a reason to keep coming back with these special details you can add to your service routine.
Provide a child space
It's not just pets and their adult owners who come to appointments. Mothers and fathers with children also sometimes have to bring them along, and keeping them entertained can be a real strain while waiting for an appointment. You can make the wait a little bit more pleasant by providing toys for kids to play with while they are waiting.
A few toys is a pretty small investment, but the relief it brings to the adults is enormous, and it may also help avoid curious children getting into mischief while waiting.
And treats for the adults too
Most of your clients are busy people on the go. A coffee kiosk where they can get a little caffeine and maybe a cookie or two can make the wait more pleasant and also give them something to look forward to.
When you're trying to squeeze in your dog's annual exam and shots after a busy day at work, having the chance to relax and enjoy a few treats can make a big difference.
Follow up with your clients
A great way to let clients know you care is to touch bases with them after their dog has been treated for an illness or had a surgery. It gives clients a chance to let you know if they have any questions or concerns, or if the medicine has had a chance to start working yet.
When an office gets busy, it's easy to assume that if a client has a concern they'll simply call in. When you call back, it shows that you care, and also helps you catch any early warning signs that a surgery or medicine isn't working as planned.
Keep waiting room times down to a minimum
With emergencies, difficult patients, and other urgent matters, it can be difficult to keep the average day at the clinic on schedule. While wait times are to be expected, and longer waits if it's a busy day, keeping someone who has taken the time to make an appointment for more than 30 minutes past their appointment time is excessive.
You can keep an eye on wait times by recording when people come in, and if you see someone has been waiting an excessive amount of time, ask the people working in the back to see if they can do more to speed things up.
Taking care of clients, both the furry kind and the parents who own them, is important for the health of the business. You can make a stay for your pet parents more enjoyable by using these tips to improve the quality of the time they spend in your office.