Lifetime value is the theme in this article by Dr. Wendy Myers. She outlines sound information, including economics, that support training and skills reinforcement for veterinary clinic employees who talk to clients on the phone.
Source: Animal Health Solutions, January 2016, page 24.
A bad phone call can cost your clinic as much as $13,000. When interested pet owners contact your hospital, you need well-trained employees who can respond with friendly attitudes and book more new client exams.
INSIGHTS: It may that bad phone calls are more frequent today than before cellphones became the norm. Whether a member of a veterinary team, a field sales rep or member of a customer service team, phone calls are consistently where we earn and retain business. Consider spending a few minutes each week reminding yourself of the importance of phone interactions.