Give Your Veterinary Clients What They Want. Here’s How…

This is part 1 of our 3-part series discussing incoming client requests. In this part, we discuss client expectations for veterinary clinics in 2021 and your clinic’s potential. Read part 2 of this series here, and read part 3 here.

 

Although our patients are animals, our clients are human. With this in mind, our team’s success is measured by improving outcomes and experience for the animal patient, as well as experience and understanding for the human client. – Brittany Koether, DVM

 

Balancing patient care with customer service

The great balancing act of the veterinarian and the veterinary staff is simultaneously managing both patient care and customer service. In human medicine, the patient is the customer. Obviously there are many exceptions such as pediatric or geriatric care, but in most cases, the person you’re treating is the same person paying the bill. In the vet clinic, however, you must treat the animal, but impress the human. It’s a challenging line to walk and involves being fully present in every moment.

Being both healer-of-the-sick and a representative-of-the-clinic is undoubtedly demanding. For your practice to truly thrive – and grow – neither treatment nor service can afford to diminish. In order to make this herculean task easier, the vet team must have a good understanding of what their customer, the human, wants. I’ll go ahead and give you the answer here now…

In 2021, what pet parents want is convenience and quick response provided by technology.

 

GRAPHIC: Client Expectations 54% of U.S. consumers say customer experience at most companies needs improvement* Even if people love your company or product, 59% will walk away after several bad experiences, 17% after just one bad experience* 57% of customers have switched clinics because a competitor provided a better experience. What’s more, 62% of customers say they share bad experiences with others.** Experiences customers wish were more digitized - 35% filling a prescription, 50% scheduling a clinic appointment* 64% of consumers said they expect companies to respond to and interact with them in real time**GRAPHIC: Client Expectations 54% of U.S. consumers say customer experience at most companies needs improvement* Even if people love your company or product, 59% will walk away after several bad experiences, 17% after just one bad experience* 57% of customers have switched clinics because a competitor provided a better experience. What’s more, 62% of customers say they share bad experiences with others.** Experiences customers wish were more digitized - 35% filling a prescription, 50% scheduling a clinic appointment* 64% of consumers said they expect companies to respond to and interact with them in real time**
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Understanding pet parent expectations

The role of technology as a tool for convenience has penetrated nearly every industry in which services are offered. The veterinary industry is not an exception, and for most pet parents, on-demand convenience brought by technology has become an expectation. We use Uber for transportation convenience, AirBnB for hospitality convenience, Netflix for entertainment convenience, Amazon for shopping convenience… We are living in a convenience economy.

Furthermore, clients show preference, are willing to pay more, and are more loyal to businesses that can provide convenience and quick response to their requests.

 

GRAPHIC: Clinic Potential 80% of American consumers point to speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience* 78% of customers say positive experiences influence their purchasing decisions in healthcare* 16% price premium clients are willing to pay on services with a good customer experience* 80% of consumers report that immediate responses to requests influence their loyalty to a given brand** 72% of customers share good experiences with others — a full 10% more than those who share the negative**GRAPHIC: Clinic Potential 80% of American consumers point to speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience* 78% of customers say positive experiences influence their purchasing decisions in healthcare* 16% price premium clients are willing to pay on services with a good customer experience* 80% of consumers report that immediate responses to requests influence their loyalty to a given brand** 72% of customers share good experiences with others — a full 10% more than those who share the negative**
Click image to view full size.

 

Created to provide exceptional customer service

Fortunately for veterinary teams, the ability to offer pet parents this convenience and instant response is easier than ever. New technology tools, uniquely built for veterinary teams, can provide clinics a client-communication solution that is both easy to implement and easy-to-use, for both the clinic team and the pet parent.

 

Ready to enhance your customer service?

1000’s of veterinarians, front desk staff, vet techs, practice managers, and practice owners are already enjoying the time-saving benefits of TeleVet Flow. By providing instant response to pet parents’ most common requests on their website, veterinary clinics are saving dozens of hours each week, allowing vet teams to focus on the work they love most – caring for their patients.

To learn more about connecting with your clients, and all the ways TeleVet can make your workday easier, schedule your personalized demo today!

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