The Best People to Answer Your Calls
Knowledge is power.
You wouldn’t have someone with no knowledge of dentistry answer at your dental clinic, so why would you have someone without veterinary knowledge answer your phones at your veterinary clinic?
Veterinary receptionists are the first contact with your clients and their animals. It is a very important position, as we give the first impression of the veterinary clinic. We need to be welcoming, helpful, knowledgeable, empathetic and efficient. To be a great veterinary receptionist, you must keep a cool head in emergencies and think fast on your feet.
We are also the last impression people have of the clinic. Did they get all their questions asked? Was their prescription sent to the pharmacy? Did you need to send pet files somewhere else for them? So many things happen during the day, that the need to balance and prioritize what needs to be done is extremely important. Veterinary receptionists wear many hats throughout the day, and they need to be able to multi-task to ensure it all gets done.
Being empathic towards animals and their owners is very important. You may have an owner whose pet is having serious medical issues and they are not in a calm frame of mind when they call. Being empathic and knowledgeable enough to calm them to get them here with their animals in a safe manner is important.
Veterinary receptionists are so much more than “someone who answers our phones”. They ensure your clients feel safe and secure in bringing their animals to your clinic for care.
Things I Say to Cats That Make Me Sound Like a Creepy Old Man
Things I Say to Cats That Make Me Sound Like a Creepy Old ManAn ongoing investigation into my own behavior. There’s a very specific version of me that only exists around cats. That version: Speaks in a tone I do not use anywhere else Says things that cannot be...
Things Practice Managers Secretly Think During Meetings
Things Practice Managers Secretly Think During MeetingsStaff meetings in vet med are meant to be productive, collaborative, and informative.And they are.But they are also…an experience. Because while practice managers are leading discussions, reviewing updates, and...
Managing Difficult Employees in Veterinary Clinics: A Practical Guide for Practice Managers
Managing Difficult Employees in Veterinary Clinics: A Practical Guide for Practice ManagersIf you’re a veterinary practice manager long enough, you will eventually encounter a difficult employee. It may be someone who: Resists feedback Disrupts team dynamics...
Patients Who Believe They Are Human: A Veterinary Field Guide
Patients Who Believe They Are Human: A Veterinary Field GuideEvery vet clinic sees them... The pets who have somehow decided - through a combination of confidence, poor boundaries, and enthusiastic owners - that they are not animals at all. They are people. These...
The Business Case for Investing in Support Staff (And Why Outside Support Makes Sense)
The Business Case for Investing in Support Staff (And Why Outside Support Makes Sense)Veterinary clinics don’t struggle because their teams aren’t working hard enough.They struggle because demand has outgrown capacity. Phones don’t stop ringing. Schedules stay...
What High-Retention Veterinary Clinics Do Differently
What High-Retention Veterinary Clinics Do DifferentlyStaff retention is one of the biggest challenges in vet med. Clinics everywhere are feeling the impact of burnout, staff shortages, and turnover that disrupts culture, workflow, and patient care. Yet some clinics...
