Posts

‘Roller coaster 2020’ – Why this was your year!

From the moment you join the queue, you are full of expectations. You've already had a good look at the roller coaster, and you have a good idea of how the ride will go... You probably thought precisely the same about the New Year in December 2019 - good intentions, all the plans, and goals set. But even before the 'waiting' was well and truly over, the 2020 'ride' started.

Never waste a good crisis…

Around mid-February it became clear that this was going to be a completely different year. In March, the 'crisis' started, and all plans went overboard as the country went into lockdown.

Communicating during a crisis

How do you ensure that you inform your customers in the most effective way possible? Below are some examples of how you can quickly and easily communicate with pet owners.

Believe in data, not opinions

Do you make decisions based on feelings or information? Typically our instinct is to follow our emotions, but the question is whether this is the best thing to do. After all, you always want to avoid the feeling of “what if” afterwards. As…

The best experience is the new standard

Are you a veterinary nurse, receptionist, accountant, cleaner, intern or the veterinarian in a veterinary practice? For the pet owner, 'The Veterinarian' is more than a single profession - it stands for the whole experience - a brand.

Cutting through the noise (5 tips for good customer service)

We know; you're most at home behind the scenes - whether it's in the operating room, or perhaps monitoring patients. It's not something to be ashamed of as most veterinary professionals are more comfortable with pets than with people - it's what you've trained to do. But let's be honest - we are in a sector that also revolves around people - pet owners. We must ensure that customer service remains high, as this immediately benefits the care of the pet, and in this modern-day, good experiences mean good business. Because we know it's not easy, here are our five tips to help you maintain customer service.

Why change is so difficult, and five tips to make it less painful

There's no such thing as a small change. Sure, creating a user in Animana is easy, but what about everything else associated with a new employee at your practice? They need to learn their way around your practice, and be trained - which impacts other staff involved in their training, which in turn impacts practice productivity - and ultimately - patient care.