Service counts

April DeMinco

"That procedure is expensive," remarked the receptionist with an indifferent tone.

This caught me off guard. This isn't the type of experience I expected when making an appointment at a veterinary hospital known for its top-notch service and care. After a few more questions, I hung up the phone without making an appointment with the specialist and immediately started researching other AAHA-accredited referral hospitals.

I'd been to the hospital before, I know they offer great care for my cat, yet I judged them on this one interaction with the person answering the phone.

The next day, I called the hospital back and spoke with another representative who provided the service I'd come to expect. I made an appointment, deciding to give the practice another chance, although I could have easily taken my cat to another hospital.

After this experience, I wondered how many clients move on to another practice after receiving undesirable service. How many clients have you lost because your front-office staff doesn't offer excellent customer service? Because they may not know how to put aside their bad day and help your clients with a smile on their face?

Even when you provide excellent care for your client's pet, your front-office staff can make or break that client's experience. Make sure your team is offering the best customer service to every client at every visit, and during every phone call. Check out the new book from AAHA Press: AAHA's Complete Guide for the Veterinary Client Service Representative. The customizable book serves as a training manual for your front-office team, whether they're new in the client service role or seasoned professionals in need of a refresher on best practices.

Order your copy online or call 800-883-6301.




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Red is your guide to everything AAHA. Whether you’re looking for association news, updates on our educational offerings, the latest books from AAHA Press, deals from our Preferred Providers, or fun reads from various AAHA staff and AAHA-member veterinary professionals, this is where you’ll find it.

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The Standard of Veterinary Excellence ®
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