Even beyond that initial communication, veterinarians need to consider training, strategies, and even ethics—including the slippery slope of receptionists inadvertently practicing medicine over the phone.
SAN DIEGO (PRWEB) August 27, 2020
Veterinarians have had to make major shifts to accommodate the needs of their patients during this pandemic while keeping their staff and clients safe. Of course, practice owners are very familiar with the need for curbside service; one unanticipated effect of this shift is that according to GeniusVets survey data, call volumes have increased by 104% (more than doubled) at practices across the country. This requires new strategies, tools, and approaches to ensure continued excellent client service.
As a DVM and the owner of The Drake Center in Encinitas, California, Dr. Michele Drake knew that a huge change was needed to speed up call response times and ensure her high standards of client service were maintained despite the challenges of COVID.
“To support my clients during this difficult time, I’ve leaned on the training and culture-building strategies I’ve had in place at The Drake Center for many years, but I’ve increased our internal communication and support. I also worked with my partner and GeniusVets CEO, Harley Orion, to find technology tools to get the inbound phone calls under control,” Dr. Drake noted. “My team was able to find technology solutions that allowed for managing client arrivals at curbside by text—streamlining communication and, in turn, greatly increasing efficiency.”
Orion echoed Dr. Drake’s sentiments but further noted, “Even beyond that initial communication, veterinarians need to consider training, strategies, and even ethics—including the slippery slope of receptionists inadvertently practicing medicine over the phone. If you’re not utilizing call tracking, monitoring hold times, and leveraging online profiles to acquire appointments through digital channels, you risk losing your clients to the competition.”
The advice given during the webinar will include how to handle high call volume, manage call times, define your veterinary practice’s phone processes, and make the most of text messaging; as well as how to effectively track, monitor, and review calls to ensure great client service.
GeniusVets—the top-performing marketing agency serving the veterinary industry—is hosting this “Defeating the Phone Frenzy” event as part of their Webinar Wednesday series on September 2 from 4-5 PST.
Special guests from Zingle, a leading text-based client service platform, will be joining to share how The Drake Center and other practices have leveraged their tools to deliver text-based arrival management for curbside, improving patient flow and efficiency.
Reservations are required and space is limited. To register for this webinar, visit https://www.geniusvets.com/webinar.
GeniusVets is the premier platform that connects pet parents with quality veterinarians and proven pet care advice from DVMs. The mission of GeniusVets is to create better pet health by educating and uniting pet owners and veterinarians. For more information about GeniusVets, visit geniusvets.com.