8 Ways to Make Your Veterinary Waiting Room More Inviting

Follow these tips to create a more positive guest experience for waiting clients.

Nobody likes to wait, and when you add in a client’s concerns about their pet’s health, along with fitting an appointment time into their busy schedule, waiting for a veterinary appointment can be a stressful experience for veterinary practice clients and their pets.

On the other hand, when you make your common waiting room welcoming, inviting and interesting, your veterinary practice can gain an edge on competitors and win customer loyalty.

“They were committed enough to keep this appointment, but that doesn’t necessarily mean they’re bonded to your practice, especially if this is their first visit,” according to pet health Platform GeniusPets. “Make the first real-life impression of your clinic a great one by making the most of the time before the appointment starts.”

Here are eight ways to create a veterinary practice waiting area that clients will love.

1. Extend a warm and helpful greeting

“As soon as a pet owner walks through the door, the most important thing is that you greet them immediately,” says GeniusPets. “Your receptionists or client service coordinators should make eye contact and warmly and authentically welcome each person who enters…Ultimately, if a client does not feel acknowledged, they will feel ignored.

“Before anything else, each pet owner should know that your staff is glad they’re here and will be taken care of.” In addition to a smile and warm greeting, train your staff to give the client an idea of how long their wait may be and direct them to the best seating for them and their pet.

2. Keep it clean

From seating to tables to the floor and air quality, it’s crucial that your practice stays on top of sanitation and odor control for a positive waiting experience, according to Today’s Veterinary Business:

“Cleanliness and infection control are critical to keeping animals and humans safe and healthy in your clinic, especially during the pandemic. Surfaces and frequently touched areas can harbor germs and bacteria, so choosing materials that can be easily sanitized is important.”

3. Give cats some space

Most cats hate going to the vet. So, try to keep at least one dedicated cats-only exam room available for nervous kitties while they wait. “Pet owners with cats should be ushered directly into that private space,” says GeniusPets. “This will minimize stress for cats who may be fearful of dogs or upset by unfamiliar noises.”

4. Separate waiting pets accordingly

If a client has a young, excitable dog, direct them away from an older dog who prefers to not be bothered by young whippersnappers inviting them to play. If one section of the waiting room has a couple of dogs, direct cat owners to your practice’s dedicated cat exam/waiting room or another section of the common waiting room that’s free of dogs.

“Consider dividers that are opaque at the bottom and clear at the top. Not only will they separate animals without cluttering up the room, they provide additional seating areas,” suggests veterinary practice management software provider Covetrus.

5. Offer ways for clients to secure their pets

The last thing your clients need when paying for services is their dog wrapping his leash around their legs, furniture and other objects in the waiting room while they fish for their credit card. Attach hooks or other sturdy fastenings to the front counter so guests can secure their dog’s leash while they take care of business with your office staff.

6. Offer educational materials

Your practice waiting room provides an excellent opportunity to educate your clients,” says Covetrus. “Hang informational posters on the wall. Put informational flyers with your logo on the table. Inform them what your practice is doing and of any additional services you offer such as grooming, training or boarding.”

Investing in a waiting room television on the wall that displays videos and presentations about pet health and veterinary care is also a great way to make guest wait time fly in the waiting area.

7. Display merchandise

Pet owners love to shop for their pets, so designate a small area with pet toys, pill pockets, pet treats, food and accessories to keep customers busy and interested while they wait.

8. Put out a bowl of treats

Nothing calms a rambunctious or nervous dog like a treat to chomp on while they wait. Place a bowl of treats on the front counter so owners can motivate their dogs to stay calm and seated.