Customer service tips for veterinarians


The main priority for anyone running a veterinary practice is delivering a high level of care for all the animals. However, it’s important not to forget about customer service too. After all, bringing a pet into the vet’s office can be a stressful time for owners, so making the whole process as smooth and easy as possible should always be at the front of your mind. If you want to improve the customer experience at your veterinary practice, then this blog can help.

Smoother payments

There are lots of solutions to payment processing for veterinarians, one of which are mobile POS systems. Not only does this allow you to accept payments within your practice, but they can also be used while vets are on call or visiting a farm. It’s a much easier way for all customers to pay for services rather than juggling invoices or sending in cheques. However, it’s important to remember that some pet owners may struggle to pay a lump sum for certain treatments. For this reason, it’s a good idea for vets to offer payment plans that allow customers to pay in installments, especially if treatments are ongoing.

Offer additional services

A vet’s office doesn’t just have to be all about treating animals that are unwell, you can also sell products to help pets feel healthier and happier or offer dog training and grooming services. Oftentimes customers will feel much more comfortable knowing a vet is giving them advice about their animals rather than someone who might not have as much experience. It also saves them time, as instead of traveling to a pet supply store, they’ll be able to pick up things they need while they wait for their pet to finish their check-up.

Have clear resources available

Sometimes it’s hard to explain an animal’s condition fully during a short appointment, so to avoid leaving customers feeling confused, have a wide range of resources available for them to access. This could mean physical leaflets that you give away or a bank of online blog posts or documents that are free to access. Make sure you also have plenty of information regarding credentials and treatment plans so that customers know exactly where they stand.

Update owners regularly

It can be scary for owners to leave their pets at the vets for prolonged periods of time, so make sure you take the time to update them on what’s going on. This doesn’t have to take a lot of time and effort and could even be in the form of text messages depending on what the update is about. Try to present information in an understanding way and be patient with the questions your customers have. 

Have a comfortable waiting room

Waiting rooms can be chaotic at the vet's, especially if multiple customers have nervous animals. If you know there are a lot of cats and dogs that are registered at your practice, it can be a good idea to have separate areas for both to avoid unpleasantness.

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