Delivering Great Customer Experience at your Vet Clinic

by Elite Fitout

Great customer experience (aka “CX”) is often the difference between a pet owner who visits your veterinary clinic once, and a pet owner who becomes a loyal, repeat customer. That’s because a positive CX helps your patients’ human owners to create a positive emotional association with your clinic and the time they spend there.

Delivering great customer experience at your vet clinic

There are many ways to deliver a great CX at your vet clinic, but in this blog, we’re going to focus on three key CX tips: communication, facilities, and layout.

Communication

Communication forms a central part of your customers’ experience both at your veterinary clinic, and away from it. And it can be pretty simple. Greet your customer and their pet by name as this shows that you care. And feeling cared for is an important aspect of CX.

Feeling cared for is an important aspect of customer experience at your vet clinic

Other opportunities for communication and showing that you care include keeping in touch with automatic reminders sent via text or email, communicating all test results (even when they show there’s no problem), and sending birthday and condolence cards. In addition to boosting your customers’ CX, communicating in this way will help to keep your vet clinic “top of mind”, so they’re more likely to choose you next time they need to visit the vet.

Facilities

Your veterinary clinic should be a place your customers are happy to spend time in. After all, a visit to your clinic is the main customer experience owners (and pets) will have!

Vet clinic with a friendly, calming appearance and vibe

Ideally, your vet clinic should have a friendly, calming appearance and vibe so customers enjoy a calm CX. This can be achieved by choosing calming colours for your décor (e.g. light greens and blues), ensuring all customer seating is comfortable, and, if you service an area with lots of young families, including a kids’ play zone in your waiting area.

Keeping your vet clinic tidy will also send a positive message to customers and improve their CX. You want to have a place for everything so everything can always be put in its place. This is easily achieved with a bit of forethought when you’re fitting out or refurbishing your clinic. But while it may be easy, it’s sure to pay dividends for your CX!

Layout

A well laid-out veterinary clinic is a clinic that customers will feel comfortable returning to. That’s because a good layout not only makes their life easier – it also demonstrates a reassuring level of care and thoughtfulness on your part. Who wouldn’t prefer to have a careful and thoughtful vet caring for their pet?

Well laid-out veterinary clinic

When determining the layout for your vet clinic, consider the different functions you and your staff carry out each day. What paths do you take? What paths do they take? You should also consider your clients’ journeys through your clinic. Combined, this information will help you create an efficient and functional layout for your clinic.

If you look after both cats and dogs at your vet clinic, another positive idea for CX is to include separate entrances for cats and dogs. This will make for a less stressful visit for your clients and for their furred friends. And less stress is good for CX.