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…
For the past couple of years the veterinary industry has been diligently focused on attracting more vets rather than new clients to their practices. After all, when there’s a national…
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…
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…
