Tag Archive for: Customer Satisfaction

Your practice’s vital road junction

"Thanks for your time," the pet owner tells the vet as he leaves the examination room. "The medication will be waiting for you at the counter, have a nice day," responds the vet. The consultation is done, and now the most critical moment of the visit begins; summarising treatment and taking payment.

How to select a Voice over IP (VoIP) supplier

VoIP (Voice over Internet Protocol) allows you to make and receive calls using an internet connection rather than a telephone line. Animana's VoIP integration takes this a step further, supporting outgoing calls and automatic customer search on incoming calls.

But…

If you start paying attention to it, you'll notice that the signal word 'but' is frequently used, and you will undoubtedly regularly catch yourself using it. However short the word may be, and despite good intentions, it can unintentionally have a considerable impact - nullifying everything positive that came before it.

The value of time – Three Animana time-saving tools

Time is perhaps one of the most valuable things - priceless, not for sale, and if you waste it, you never get it back. It's something special, yet it can be laborious and has no fixed value. It passes slowly when you wait for a bus, and quickly when you're on holiday. We understand that the time you spend in your practice is valuable, and we realise that Animana knowledge can have a significant impact. So we've put together a few tips you may not know about to help you save time in Animana.

Five tips for creating effective reminders

How do you ensure that an owner does not forget the next treatment or vaccination? How can you increase compliance? Before they even open the email, there are typically three things a pet owner sees when they receive an email. Based on what they see, they will decide to read the email (or not). Here are our tips for creating great reminder content.

How to keep consultations running on time

A single consultation running overtime can have knock-on effects throughout your practice. We take a look at how to get reception working in harmony with consultations to ensure smooth running while maintaining excellent customer service.

COVID-19; the last few months?

Yet another change in protocols can also create new challenges for your practice. People are also getting weary of anti-COVID-19 measures and becoming complacent, with a visible wafer-thin edge between willingness and frustration. But as well as being the most difficult, we know the last mile is also the most important, so here are our tips to help get through these (hopefully) final stages.

“I found this on the internet” – how to deal with self-diagnosing

"I did some googling myself, and I think…" or "I found this on the internet" - it's common for many pet owners to turn to the internet to diagnose before they contact you. Owners turn to the internet as they think it's the most efficient way. Admit it - you've done the same for yourself - googling your symptoms before going to a doctor. But what does that search for answers yield? Simple - nothing at all! It's a terrible idea.

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.