5 Veterinary Practice Client Turn-Offs — and What to Do Instead

Even just one of these poor customer service experiences can send your clients to competitors.

When I call the veterinary office where I take my dog, Diego, the receptionist almost always answers with the name of the clinic and a hurried “can you hold?” Then I’m on hold for what seems like forever, frequently hanging up in frustration and calling back later.

I like the veterinarian my dog sees, so the phone holds aren’t a deal breaker for me. If small annoyances like these pile up, however, they could create such a bad guest experience that Diego and I are prompted to sniff around for a veterinary practice that understands how customer service turn-offs drive clients away.

“Outstanding customer service is paramount for any business, but even more so in a veterinary practice,” according to veterinary practice software provider Televet. “Not only do pet owners see their animals as beloved family members, veterinary care is also generally a substantial investment and one that pet parents don’t take lightly.”

Read on for five common veterinary practice client turn-offs and how to improve your clients’ guest experience.

1. Long hold times

Nearly 60 percent of consumers surveyed said they won’t wait more than one minute on hold before hanging up, according to research by customer service software platform Velaro. And 30 percent refuse to hold, hanging up immediately, according to the same survey.

“Putting someone on hold is inevitable in the veterinary industry. If you can, try to find other options for your visitors to contact you, such as through online appointment requests on your website or through a mobile app,” recommends veterinary practice software provider PetDesk.

To make hold times more tolerable for callers, entertain them with recorded music or information about pet health and behavior tips.

2. Not being mobile-friendly

“If your website is not optimized for mobile traffic, half of your potential client base will have a hard time navigating around your website,” says PetDesk. Your clients will also appreciate a mobile app for your practice that they can download to their phone.

“You’ll be able to send important health service reminders to the client’s phone where they can quickly schedule an appointment with one or two taps, instead of relying on clients to remember to call during business hours,” says PetDesk. “Not only is this incredibly easy for your clients, but this can also help create more efficient booking processes and cut down on your clinic’s phone call volume.”

3. Getting name or gender wrong

The last thing you need is to raise the hairs on a client’s neck because you called “Rambo” by the wrong name, especially if it’s a female name. Make sure staffers review pet and owner information before appointments so that no one gets called the wrong name or gender.

4. Offensive odors

Most pet owners are at least a little “nose blind” to the odors emanating from their furry companions. But that doesn’t mean they can’t smell dog or cat urine, vomit or other odors resulting from sick, scared or pets in need of a bath.

To prevent this turn-off, clean up pet messes immediately, stay on top of deep cleaning and use an HVAC system with superior air cleaning capabilities.

5. Failure to follow up or provide updates

“Clients often feel anxious when their pets are hospitalized, and it’s worse when they don’t know what’s happening,  according to DVM 360. “Frequent updates inspire confidence in your team members.”