From the moment a client considers booking an appointment, they start to form an idea of what their visit to the clinic will be like.
Today’s clients are different from those of 5 or 10 years ago. We serve six generations of clients in our practice, and we must provide services that cater to the needs of most of those represented. For example, we should offer clients the option to make appointments online anytime or call the practice during business hours.
Online appointment booking apps enable clients to schedule appointments at their convenience. This adds convenience for clients while also decreasing call volume, allowing receptionists to focus on other tasks.
The front desk team plays a crucial role in shaping expectations when clients call the practice. They manage tasks such as scheduling appointments, confirming client and patient details, explaining policies (like payment and cancellation), and answering pre-visit questions in a clear and timely manner. Communication must be delivered with compassion and empathy, adding value for the client from the very first touchpoint.
Smile while answering the phone. This softens the speaker's tone of voice, giving a warm and welcoming introduction to the practice.
TIP: Place a mirror in front of the phone to remind team members to smile as they answer.
Help team members learn what “clients hear.” The client’s perception of the call is crucial to delivering an exceptional client experience.
TIP: Subscribe to a digital service that records phone calls. To further enhance the client experience, allow team members to hear their own phone calls. Many team members don't realize the impact their tone of voice has until they hear what it sounds like.
Provide medical training for the receptionist team to enable confident, informed conversations with clients that enhance the value of the appointment.
When receptionists interact with clients visiting the practice, a veterinary assistant or technician may need to answer the phone to ensure the client’s first point of contact with the practice is positive. The assistant or technician must demonstrate the same professionalism, empathy, and efficiency as the receptionist. This ‘backup’ team approach supports one another and shares the workload, allowing all client experiences to be exceptional in the veterinary practice. This warm, organized, efficient appointment process enhances the practice’s reputation and client retention.
After an appointment is scheduled, use these digital solutions to enhance the value for clients before they arrive at the practice:
Automated Text Reminders and Email Confirmations: Ensure clients don’t miss appointments, making the clinic’s schedule more predictable.
Chat Features on the Website: Offering live chat options allows for quick responses to client inquiries, reinforcing trust, and lowering obstacles to booking.
Ultimate Benefit to the Pet: Streamlined appointment scheduling guarantees that pets receive timely care without delays caused by missed or forgotten visits.
Pre-Visit Preparation: Setting expectations before clients arrive at the practice can enhance their experience and ensure they arrive informed and ready.
Pre-Visit Emails or Text Messages: Send reminders with check-in procedures or pre-visit instructions to help clients feel prepared and minimize confusion.
Educational Content: Sharing relevant articles or videos about what to expect during the appointment can reduce anxiety for both the client and their pet. When clients understand what their visit may include, such as potential diagnostics or testing, they're more likely to accept recommendations since they already grasp the medical need behind them. It reduces the feeling of having to ‘sell’ them on the services. Be sure to document pre-visit communications in the medical record so every team member can quickly refer to clients who inquire about pre-visit
Ultimate Benefit to the Pet: A well-prepared client ensures that the visit runs smoothly, reducing stress for the pet and facilitating a more thorough examination and care.
