Vet CX's Podcast

Even the best vet practices have room to improve their customer experience – just ask Dr Susan Bibby, owner of MyVet Strathfieldsaye in Bendigo, Victoria. Dr Bibby joins the podcast today to talk about her journey to using VetCX's Customer Care Insights Program and how her team have gotten the most out of it.

While there is no denying that vets are talented and passionate individuals, sometimes it’s a struggle to have “the hard” conversations with pet owners. Talking about euthanasia, treatment compliance or communicating complex medical information in a way that builds trust and empathy is a skill that many experienced vets find challenging. Dr Claire Stevens is a vet with 10+ years of experience, author of Dr Claire’s Love Your Dog [https://www.booktopia.com.au/dr-claire-s-love-your-dog-libby-harkness-dr-claire-stevens/book/9781925868302.html] and owner of Global Vet Solutions. Here, she shares more about her program The Perfect Consult [https://www.vetcx.com.au/perfectconsult/] and why it’s so important to learn the art of communication as a vet.

In less than 12 months, Goulburn Veterinary Clinic [https://www.goulburnvetclinic.com.au/] transformed their customer experience (CX) and are now ranked 2nd in the country for CX in Vet CX’s Customer Care Insights program. The Vet CX Customer Care Insight Program [https://www.vetcx.com.au/ourservices/insights-program/] compares 1000 veterinary practices each month in their approach to managing prospective clients who contact their practice by phone. Goulburn Veterinary Clinic joined the program in October 2019 and with a bit of training and CX focus, the clinic has moved from below average, to 2nd in the country, making the regional clinic’s story truly remarkable. Dr Zachary Lederhose, Owner of Goulburn Veterinary Clinic shares his story of why he joined the program and how he has built a strong culture for CX to succeed.

Veterinary services are becoming more popular during COVID-19 as singles and families give in to the “pandemic puppy” (or kitty) for companionship. As an essential service provider, vets are in a unique position to continue to grow their business – if they can adapt their model to the new normal. Dr David Butchart, CEO of Veterinary Growth Partners says that practices can make from $180,000 - $200,000 of additional income a year during the global pandemic. He shares how...

This week Michael Mckeand speaks with Tracy Kamens, Head Practice Coach with Veterinary Growth Partners (VGP). They explore the concept of outsourcing inbound and outbound phone calls in Veterinary Practices. Hesitant at first, Tracy shares her experience of using out-sourcing services and how a simple business decision can help grow businesses and increase customer satisfaction. In the words of Tracy: “I won’t lie – I was initially pretty hesitant about the idea of programs that outsource inbound and outbound calls because there was that concern that the people taking the calls aren’t in the practice and don’t know what’s going on. “But then I compare that to my experiences as a Vet Practice owner and manager, we would often get so busy looking after patients that no one was even able to get the phone or would be picking up the phone frantically anyways. Read more about Vet CX's V-Care product here [https://www.vetcx.com.au/ourservices/our-services_vcare/].