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Client experience has changed – Here’s what to do about it
2020 quickly became one of the most stressful and demanding years for veterinary professionals. With COVID-19, the industry began to offer curbside service en masse. Overnight, clinics had to implement and communicate with clients about brand new protocols to keep appointments safe. Surprisingly, online reviews from clients have remained mostly positive through these significant changes. However, a conversation with a vet tech or CSR would tell you that many clients aren’t having a good experience waiting in the parking lot.
In this e-book, Dr. Jessica Vogelsang shares her insights on how COVID-19 has impacted the client – and staff – experience, and what steps you can take to improve it.
Data-Driven Insights to Improve the Client Experience
As we take a deep breath and look toward 2021, it’s important to look back and see what we have learned. Combining data from the leading veterinary communications company, insights from a leading expert on veterinary communications, and tips for how to improve the curbside client experience, this e-book will help you plan for your practice’s bright future.
This e-book will give you the foundation to:
Understand client sentiments about curbside
Understanding clients is paramount to success, and clients have a complicated view of curbside.
See what tools other veterinary professionals use for curbside
From using their website and social media to adopting new technology platforms.
Implement procedures that relieve stress and delight clients
With curbside, making clients happy also means lowering phone volume.
About the Author, Dr. Jessica Vogelsang
Dr. Jessica Vogelsang centers her life around two passions: animals and storytelling. As the founder of Pawcurious Media back in 2009, she was one of the first veterinarians to enter into the online space as a way to connect with animal lovers around the world. She has since become one of the most widely read veterinarians on the web. Dr. Vogelsang covers a variety of topics such as animal health, client communication, resilience, and the power of storytelling to create lasting bonds.
Dr. Vogelsang is a regular contributing author on sites such as pet360, Good Dog Magazine, Studio One Networks, dvm360, and Petfinder. She was an early adopter in blogging, social media, telemedicine, and now podcasting with her mythbusting series What the Woo. Her debut bestselling memoir All Dogs Go to Kevin was featured in USA Today.
To learn more about Dr. Vogelsang, check out her website: pawcurious.