Posts

“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.

Our tips to work smarter, and reduce stress

According to Eurostat, the average UK employee works 42.5 hours a week, one of the highest in Europe. If you're like most veterinarians, you're probably clocking well over this figure, and with that comes stress - the feeling of being 'busy' can cause stress leading to burnout. So below are our tips to improve stress levels in the practice.

Practice Marketing: ROI, ATF and KPI

Marketing may not be the first thing on your mind, but it is an essential part of your business to ensure you stay visible, and in the mind of your customers - both current and new. You might think of 'marketing' only as an advert in a newspaper…

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.

Do more with less

Communicating via text messages represents a challenge due to the length of text messages. So how do you effectively inform your customer using a limited number of characters?

2020 – A Decade for Millennials

Should this be the year you make some significant changes to your practice? You're probably wondering "Why?" or "How?" - easy; your customer base is going to change! This year you'll start to see more 'millennials' or 'generation Y' (people born between 1981 and 2000) come to your practice for the first time as pet owners.

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.

A new breed of veterinary software

Question... Think back on the last week at work: where did you spend most of your time? Hopefully, you were mostly giving vaccinations, writing prescriptions, and making sure your customers know how to give Fluffy her NSAIDs. But if you're…