client care

Re: client care

Anonymous — Tue, 22 Mar 2011 09:25:17 GMT

We now also have a facebook page, here we post pictures of animals that come into the practice, along with little quotes about what the animal likes to get up to. The clients seem to love this, as the pets get their "moment of fame".

We have a notice board by the door, which has cards - clients have given us, children's drawings, newspaper cuttings and useful contacts.

We also have a magazine rack, with "Your Dog" etc mags, and interesting ones for the younger clients to read.

Nervous owners are also allowed to have a wander through our practice (with the vet) so they know exactly where their animal is going to be treated, and where it will be staying.

I love the towel idea on cold/wet days, saves on mopping too I bet! may have to suggest bringing vet beds out for the elderly patients too.

Re: client care

Philippa — Thu, 17 Mar 2011 21:43:37 GMT

When a new client comes in with their animal, we always send them a new client card, signed by all members of staff also sympathy cards for euthansia patients.

We like to contact the client the evening before their pets ops just as a gentle reminder about the appointment the following day and about starving & keeping indoors instructions. We then contact them on the day after the op to see how their pet is.

Both of these are appreciated by the clients which at the end of the day is one of the most important parts of our jobs.

Re: client care

Phrin Vernon RVN — Wed, 09 Mar 2011 22:33:08 GMT

[quote user="thebeestingbutterfly"]

loving these answers!!

[/quote]

Me too!

If I have time, I like to sit in the waiting room and chat with owners, make a fuss of their pet, offer treats (if possible) etc, and have had a lot of clients respond positively to this.

I also think name badges, noticeboards of staff, names, quals and their pets, and clearly displayed terms and prices incl OOH policy is a good thing.

I also worked in a practice once that had this clearly posted on the door between prep/cons and reception:

'The clients perception of how well we treat their pet, is directly related to how well we treat the client'

Fow what it is worth, that practice treated both patients and clients exceedingly well, and I always liked that note, as it always made you think a bit more, and go the extra mile!

On another note, I think that a neatly clipped op site, and a clean groomed patient on discharge, add towards a positive view from the clients perspective..

Re: client care

thebeestingbutterfly — Wed, 09 Mar 2011 20:41:14 GMT

loving these answers!!

Re: client care

Dreamcatcher — Wed, 09 Mar 2011 20:25:01 GMT

A couple of things I can think of that we do are:

Making tea/coffee for clients that are kept waiting on our more manic days.

Vet beds brought out for elderly/very poorly dogs in the waiting room if they have to wait for longer than a few minutes.

Towels to hand on rainy/snowy days - I always dry them off, clients seem to really appreciate it and it keeps the floors a bit nicer too.

Treat jar to hand. (Also just making a huge fuss of the animals generally)

Having a separate area if possible for clients waiting to have their animal put to sleep.

Some clients like to be left alone, but most of ours are happy to chat so I ask lots of general questions about their animal and it's nice to try and remember details such as if the owner is about to go on holiday or something - they always seem pleasantly surprised when we ask how it was when we see them a couple of weeks after.

I think in general it's nice to treat clients and their animals in a way that you would like to be treated. It always infuriates me when I receive poor customer/client service myself - manners cost nothing after all! One thing I have trouble with though is dealing with particularly rude clients, I think I'm too soft and just get upset and flsutered! :(

Re: client care

Dippy — Wed, 09 Mar 2011 19:24:23 GMT

Allowing them to see behind the scenes when so they know there are no "Panorama secrets" when their pet has to stay in for the day helps a lot in my experience. Name badges so they know who's who and exatctly what their position is or a staff photo board with aforementioned info on plus a bit extra about own pets/interests often helps make us seem more human too. The more open, helpful and attentive the staff are, the less formal and alien it will seem to a nervous owner.