Whether in a veterinary hospital, retail store or dealer, the persons at the front desk set the tone for each visit. Their skills in customer acknowledgement and directing traffic make or break visits. Katherine Dobbs, RVT, CVPM, PHR, provides a unique perspective for all animal health professionals to consider.
Source: Veterinary Practice News, May 31, 2016.
Front desk persons are all about providing an experience for the owner. An owner who comes to you in times of doubt and often despair, and needs you to not only recognize their face and their pet, but their emotions and vulnerability. If you take nothing else away from reading this article or the ones to follow, take this to heart: Every single client that walks through your door has a worry, and it is YOUR job to find out what it is and make them feel better.