Vet Clinics: How to Win Over a New Client on the Phone

The first impression you make on a call can pave the way for a long relationship.

I needed to find a new veterinarian, and I was anxious. Our favorite veterinarian moved out of state a few years ago, and we had a not-so-great experience with another vet clinic we tried afterward. Our newly adopted chihuahua mix Rosco had thrown up a few times several days in a row.

The bottom line: I needed a new veterinarian, and didn’t have the luxury of shopping around slowly for the right fit. I was worried about my pup, concerned he could have swallowed part of a toy or eaten something toxic.

I took a deep breath and dialed the phone number of a new vet clinic I wanted to try. Based on past phone experiences, my hopes weren’t high. But this clinic impressed me right away when the staff member who answered the phone did everything right.

“Veterinary practices are small businesses, and the phone can be an excellent tool to create ‘wow’ customer service, especially since most people have come to expect mediocre phone interactions with businesses,” states VetFolio, a publication of the North American Veterinary Community (NAVC).

Here are six ways to win a new client by handling their first phone call like a pro, based on my experience with my new veterinarian:

Answer in a friendly voice

Simple friendliness goes a long way, and it’s key to making a good first impression. Many people have gotten used to being unable to reach a business by phone promptly, VetFolio states: “And then when you get a person on the phone, it is even more aggravating when they seem disinterested and unfriendly.” When I called this new veterinary clinic, I got a cheerful hello. I know veterinarians and their staff members are busy and frazzled, so I really appreciated the fact that the staff member seemed to welcome my call.

Make a human connection when you talk about a pet

A veterinarian and any potential client have one major thing in common: a love for pets. Showing you care and connecting when you talk about the pet can go a long way toward getting off to a good start. The staff member I spoke to referred to my dog as “the baby,” which made me smile. And she laughed when I said his name and mentioned that his ears had perked up, and that he must be wondering why I was talking about him. Taking a moment to connect over a pet is always good business for a veterinary clinic.

Be kind if you need to put the client on hold

A friend of mine recently commented that she’s gotten used to veterinary clinics answering the phone with a terse, “Can you please hold?” followed by a harsh click before the caller has a chance to respond. This staff member did have to put me on a short hold, but she asked pleasantly and waited for my response before doing so. She kept it very brief, probably about 30 seconds. And when she came back, she apologized and gave me a reason: a pet needing urgent care had just come into the clinic.

Make the hold experience pleasant

Every customer has likely endured a range of hold experiences, from those that give you your choice of music genres or offer callbacks to the ones that blast your eardrums out with songs like Britney Spears’ “Toxic” or annoy you with messages about their great services, which you’d love to access if they ever take you off hold. This was the only thing my vet clinic could have done differently: the hold music was a little loud and energetic for my pre-coffee ears at 8 a.m. In my opinion, you can’t go wrong with soothing hold music.

Show you care by listening to details

When I called this new-to-me veterinary clinic, I mentioned in passing that my husband and I share a car. Later in the call, when the staff member was collecting my information to add me and my pup to the computer system, she asked “Would you like me to add your husband to the account too?” The fact that she remembered my earlier mention of my husband, and proactively included him, made me feel listened to and valued as a client.

Explain how your practice works

Every veterinary clinic operates a little differently, so I appreciated this staff member taking a moment to explain how their clinic works, and to let me know they reserve time for “urgent care” appointments on certain days. She also asked for my dog’s vet records, and explained that it would be preferable to email them if I could so they’d have a chance to look over them before the visit. As a new client, I appreciated learning a little about how the clinic works.

Finding a new veterinarian can be a nerve-wracking task for those of us who love our pets. Making sure your clinic staff members have great phone skills and a friendly demeanor can go a long way toward impressing new clients and turning them into loyal regulars.