Customer Service blog posts
In the past, pet owners would automatically call their most conveniently located vet clinic for their pet’s needs. These days, there are enough clinics to allow for price shopping and…
With rising interest rates and the cost of living crisis beginning to impact pet owners around Australia, veterinary practices are seeing a marked increase in pricing shopping, deferment of recommended…
‘Social Customer Service’ - yes, it’s a thing!According to Hootesuite’s Social Media Trends 2023 report, a shift to digital during the pandemic left customers more willing than ever to engage…
With 2023 well under way and vet practices still short staffed and busier than ever before, it’s the perfect time to look at how you can streamline some of your…
What To Do When The Love Is Gone FEBRUARY is typically the month of love. But what do you do when your customer leaves you a poor review online? Is it…
I noticed recently that I intuitively change my communication style when speaking to different generations of people. For example when addressing an elderly person I automatically switch from using their…
When I’m asked to deliver customer service training to veterinary nurses, the first things I ask are ‘Where do you think your service is lacking?’ and ‘What are your most…
We have been incredibly lucky here in Perth with zero community spread since the onset of the pandemic, so most of us were hit with a dose of reality when…
This week I went for a minor medical procedure at a (human!) clinic I had never visited before. Although I had complete confidence in their expertise, knowledge and equipment I…
In the veterinary industry, we often find ourselves navigating client conversations filled with emotional landmines and potential for blow-ups. For our younger team members and inexperienced trainees, talking to clients…
