{"id":78011,"date":"2025-08-01T00:00:07","date_gmt":"2025-08-01T04:00:07","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=78011"},"modified":"2025-08-01T13:13:43","modified_gmt":"2025-08-01T17:13:43","slug":"veterinary-client-service-tips","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/veterinary-client-service-tips\/","title":{"rendered":"Vetiquette: How to Elevate Your Client Service With Simple Habits"},"content":{"rendered":"

L<\/span>et\u2019s be real. Nobody brings their pet to a veterinarian just for fun. Clients walk into our hospitals because they\u2019re worried, stressed or looking for guidance. That means every interaction matters. How veterinary professionals handle each moment \u2014 whether during a vaccine appointment, a wellness check, emergency care or euthanasia \u2014 determines whether a pet owner leaves feeling reassured and comforted or frustrated and annoyed.<\/span><\/p>\n

Here are 10 ways to cultivate the most loyal clients. It\u2019s not rocket science.<\/span><\/p>\n

1. Friendliness: <\/span>Be a Human First<\/span><\/h3>\n

After 20 years in the trenches, I\u2019m now on the other side of the veterinarian-client relationship, so I take my pets to a clinic. When I recently called a local practice, an auto attendant instructed me to press 1 for this, press 2 for that, and so on. I get how a virtual receptionist can help manage call volume and streamline processes, but the initial contact is frustrating from a pet owner\u2019s perspective. If someone presses the wrong button or the options go on forever, the computerized call quickly becomes an obstacle rather than a convenience. Whenever possible, having an actual human answer the phone will pay off immensely in the long run for a veterinary practice.<\/span><\/p>\n

One of my favorite approaches is to dedicate two team members to a call center role. They are off the floor and focused on answering calls, doing callbacks and confirming appointments. Such tasks often fall on the front desk team, but let\u2019s be honest, those staff members are already juggling check-ins, checkouts and in-person client communication. Taking the phone burden off them can dramatically improve the in-clinic and over-the-phone experience.<\/span><\/p>\n

Quirkiness, kindness and humor go a long way in customer service, so you want team members who are comfortable sharing their personality. The front desk, in particular, is a high-energy, jazz-hands job that calls for happy extroverts who genuinely love people. If your receptionists sound like they\u2019d rather be anywhere else, clients will pick up on that vibe immediately. A warm, engaging presence sets the tone for the pet owner\u2019s entire visit. <\/span><\/p>\n

2. Compassion: <\/span>Caring When It Isn\u2019t Easy<\/span><\/h3>\n

Being compassionate toward people who are just like us is easy. And by that, I mean people who make the same decisions and choices that we would in a similar situation. For some of us, that means scheduling a full workup if our pet skips breakfast. For others, it means waiting and watching a little longer because we don\u2019t want to be a bother.<\/span><\/p>\n

One morning when I was in practice, I pulled into the parking lot at 7 and found a client waiting for me. He had a Great Dane whose tongue looked like it had been through a horror movie \u2014 crisscrossed with deep cuts, swollen like an overstuffed sausage and drool pooling at his feet. I asked what happened. The owner explained that his cat had a cruel habit of knocking food off the counter and into the paper shredder to see if the dog would go for a bite. And guess what? He did. The owner had to disassemble the paper shredder to free his dog\u2019s tongue.<\/span><\/p>\n

\u201cWhen did this happen?\u201d I asked.<\/span><\/p>\n

\u201cLast night around 9 p.m.\u201d<\/span><\/p>\n

\u201cWhy didn\u2019t you call me?\u201d<\/span><\/p>\n

\u201cI didn\u2019t want to be a bother.\u201d<\/span><\/p>\n

The same day, another client called, plowed through the front desk and insisted that I respond immediately because her dog had coughed. Twice. She was in a full-blown panic and needed to bring him in for an exam \u2014 \u201cNow!\u201d \u2014 because she was leaving town later that day.<\/span><\/p>\n

We\u2019re easily compassionate toward people and pets we relate to. Still, the real challenge \u2014 and where excellent service truly shines \u2014 is in showing compassion to people whose attitudes, backgrounds or emotions differ from our own. Each of the following people deserves patience and kindness:<\/span><\/p>\n