The Importance of 24/7 Availability for Veterinary Clinics: How a Call Answering Service
Can Help
Most pet owners have been there, you’re relaxing at home winding down from a busy day
at work enjoying your favorite TV show and your furry best friend starts vomiting. You’re
thinking what is happening with Spot? What did he get into when I was at work today and
why won’t he stop vomiting? Panic immediately sets in, and your first reaction is to call
Spot’s veterinarian for help, so you call the clinic number and get an automated message,
“We are currently closed, please call back during our business hours 8am to 5pm Monday
to Friday”. Your heart sinks.
On the other side of town, Julie and her cat best friend are relaxing while she is reading a
book by her favorite author when suddenly Mittens gets off the couch and starts having
diarrhea all over her kitchen floor. Julie immediately jumps up to see Mittens slumped over
and in pain. Julie grabs her phone and calls Dr. Johnson, there is a friendly receptionist that
picks up and it is an immediate relief for Julie.
When our extended pet family is in trouble and need help, the process should be as easy
as possible. Even if a clinic doesn’t offer emergency services or if they don’t have after hour
or overnight care there should be some help offered to their beloved client. Informing them
on nearest emergency services, offering support and compassion will only strengthen the
bond between client, patient and hospital staff. Simply talking to a person would help ease
situations and lessen frustrations.
It would make the business stand out as having exceptional customer service, which
would only make the business more popular. People get frustrated when they feel like they
aren’t heard, or their problem isn’t solved. It seems like a simple solution, and it is!
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