Let’s talk vets and customer relations!

[Karla]

Hey guys. I need your help to land me my dream job. I am in marketing/communication and I have sent out an unsolicited application to the animal hospital here in my town. They are really big and they seem really dynamic and modern with lots of various customer events. I would love to market an animal hospital!!!

They have asked me to come and tell them exactly why they should hire a marketing person as this is quite unusual…So I intend to show up with lots of ideas. I already have quite a few, but I would like your inputs. I have a feeling that vets might be more commercial and customer oriented in the US/Canada, and if not, well, then just tell me what you miss from your vet – in terms of customer relations (I cannot change the prices or practical stuff like that)

 

Some of my ideas are:

Condolences cards a few days after a pet has been put to sleep (not sure yet if this should include something about wanting to give a new pet a check) 

Birthday cards on the pet’s birthday to let the owners know it might be time for a checkup and what to expect from this age

Various events – eg. What to feed your dog sponsored by food companies with free samples, how to care for a bunny (yeah, lots of bunny stuff if I get the job)

Puppy socialization classes

Every 6 months, have a day where pets can come in and have nails trimmed for free (don’t think I can convince them to do it more often)

 

Just stuff like that…

So what does your vet do or have of various offers/what would you like? 

[Karla]

I got other ideas, for instance that you can rent for 2 weeks some of the more expensive activity games for cats and dogs, so you don’t have to buy it and your pet gets tired of it after 4 weeks or doesn’t like it all (been there, done that – never doing it again)

[Sarita]

Do they sell products? I know my vet does rewards for customers who shop with them. It’s just dog and cat stuff of course but they offer I think a 10% off the 10th purchase or something like that.

They also have a coupon on-line for 50% off the first exam for NEW clients.

[Sarita]

I also think they do a dental month where they give 10% off for dental cleanings for dogs and I guess cats too…

[jennyrabbit]

I am not sure where you are located but as far the the feeding your pet goes..these are generally sponsered by major companies that make the worst foods on the market and sure as heck dont need pushed more(purina, iams, peidgree, hills, royal canin..) I would honestly be pissed off enough switch vets if my vet pulled something like that!

I am not a fan the pupy socilaizion class either…not at a vet office..a place where a bunch of sick animals walk in and out of is NOT a place I want my puppy spending EXTRA time lol

I like the idea’s of the cards, also perhaps, birthday cards could have a little coupon for that pet for example, for a certain amount off something they sell, or off a service. making it a bit more personal, at my one vet for example every new pet that comes it gets its picture taken and its put up on the wall in the waiting area for a month, then mailed to you. another clinic has a picure of each pet in their files on their computer, and so you receipts and certs all have a nice picture of your pet on it, I like that, it makes it fun and look less cold.

[Sarita]

I’m not entirely sure what you mean about the food jennyrabbit – I don’t have a dog and I’m not sure if my vet pushes these things or not – I know some of the food they sell is sold by prescription only – prescription food.

[Karla]

I think Jennyrabbit is referring to the fact that most of the cat and dog food sold at vet’s are filled with grains, which neither cats nor dogs should have. It is cheap food sold expensively. Some of the food you can get from the vet’s are just fine though and good for pets with allergies/cancer/certain health problems et.c. But with anything in this world, you need to be critical and look at the ingredients – if not then everyone will fool you, even if you buy your stuff from a specialised respectable dealer.

But let’s not discuss that. I am very happy to get your ideas, Sarita and Jennyrabbit! They are on my list now

Do your vets have any type of online things, such as online booking for an appointment?

[LoveChaCha]

Free nail trims with appointment?

My friends cat got put down not so long ago and she and her mom received a bouquet and card.

[Karla]

Wow, cool with the bouguet! I remember when Jack was put to sleep that I really needed something from the vet – something to tell me that Jack wasn’t just another number and that they acknowledged him as a beloved pet. I like that, although I have a feeling your friend must have been a special client

[Sarita]

For me – the most important thing is that my vet calls me when I have my pet there. Not their assistant or vet tech (unless it’s a prescription refill or something along those lines). That’s what I like about my vet – they call me personally. Believe me, I’ve been to some excellent vets who are terrible at communication but are great practitioners.

[Karla]

I have a friend who uses this hospital (I don’t since they are too far away from me), so I can ask her who makes the calls. But I will put that down as a guideline or a training course to the vets and nurses about proper communication with clients.

[Elrohwen]

That sounds like a fantastic idea! The best vets I’ve gone to do all of those things – the condolence cards, birthday cards, events, puppy classes (they aren’t held at the office, but you can sign up for them there), etc. I think it’s a great way to set an office apart from the rest and make owners feel like their pets are really cared for.

My office has a yearly Halloween open house where you can dress up your pet for a contest. They also have adoptable animals there and a lot of care information (especially for bunnies, since they’re the largest exotic and bird vet in the area). They also do adoption events throughout the year.

I think handing out free samples is great too. My vet carries Oxbow products and gave me a free sample of the new strawberry treats that they had for sale. I’m sure they give out free samples of dog and cat food too on certain occasions.

They also developed a really nice website last year. You can sign up and create profiles for your pets and the information you input actually goes to their computer (because the next time I went in, they said that “mini lop” wouldn’t work in their system for Hannah’s breed, so they changed it to “lop” – not that I cared, but it was nice that the website actually connected to their computer system too). You can request appointments online and someone will call or email you back later to let you know if that time was available or if you need to pick a different time. It also lists what appointments you should be making, like a yearly checkup, and how overdue it is (and then sends you reminders). You can also track old prescriptions and appointments, so you can tell how much of a med they gave or whatever. It’s really great.

[Karla]

I love your vet, Elrohwen! That is so cool! Do you have a link to the clinic?

[Sarita]

My vet clinic does alot of rescue work as well – like helping out with with rescue work – I guess that would fall under community service. Like when Hurricane Katrina happened they helped out with some animal organizations to help these animals. There is other stuff that they’ve done but I can’t think of anything specific right off the top of my head.

[Karla]

Good idea. Because that would mean good PR as well, and well anyone with a business loves that. I will look up some projects in the area that I could suggest they could help with.

[kralspace]

I like the fact that the first time I took a bunny to my vet she was very frank about what her experience with rabbits and what she was comfortable doing (example: neuters, but not spays) and that if she has any doubts or uncertainty she immediately contacts bunny specialists for their opinion. She researches and with every unusual case like Hershey’s nerve problem, she teaches everyone on her staff so they recognize it next time. I don’t like a vet who feels like they are the ultimate expert and won’t ask for help or refer you on until a situation is dire.

They send the condolence cards and someone from the staff has called a few days later just to ask if they can do anything.

I don’t think you can market it, but I appreciate a vet who is willing to involve you in the treatment if you want to learn a few basic skills so you can continue treatment at home instead of coming back everyday to have a simple routine done.

I like that they have a small coffee bar that also offers dog and cat treats.

I like that Dr. Erving is involved in the community and with local high schools to encourage students to consider all areas of animal medicine/care as a career. Her practice is always open to kids who want to intern and see what it’s like.

ok, you probably can’t market any of the above, but it’s why she’s my favorite vet….lol

[Karla]

Hmm, actually, I can use the idea of the vet involving you in the treatment – by suggesting pre-made guidelines for most treatments they can hand out. Also, I found a vet that has descriptions and pictures of spays, castrations, dental operations and stuff, which I think would be helpful to give out when people leave their pets to have this done.

I could use the coffee bar as well That’s marketing as well

Also, I figured out now what exactly I want the condolence card to say, because I have been wondering exactly what it should entail without offending people perhaps.

[Sarita]

Karla, they have condolences cards that are already printed up. The vet and staffs just right their condolences as well. Sadly, I’ve had WAY too many of these things lately – they are nice but they frankly make me more sad to get them…but that’s just me even though I appreciate the thoughtfulness of these cards.

[Karla]

So you would actually preferr not getting them? It is a sore subject of course. I see your point. It was just really one of those things I so badly longed for when Jack was put to sleep, but then again, I had a stupid vet who didn’t care and I just really needed him to care. Perhaps if the vet is caring otherwise, there won’t be this need.

[Karla]

What about a library? You can borrow books on training, care, et.c…but then again, you can do that at the library as well, but here you have the vet’s approval of the book (I mean, if I go down to the library I can find many books on rabbits, but they are all about breeding. I know ’cause I borrowed them as a kid and of course we tried breeding because that was what the books were about…)

[Andi]

<1> – I Think giving the family a paw print either in the card with ink, or in some clay is really special. Also if not already done a cermation certificate and a “rainbow bridge” poem is good too.

<2  Various events – eg. What to feed your dog sponsored by food companies with free samples, how to care for a bunny (yeah, lots of bunny stuff if I get the job)> – All great ideas! You could also put this info into a sort of news letter.

<3

> – This may be a bit hard if they have to hire someone, BUT you could reccomend where people can go. My Vet has a “Puppy” and “Kitten” packages of free samples and brochures for people with a new pet.

<4> – Also a great idea, you coudl ask a Rep of a food brand they sell to come in that day as well, to give them exposure. they may pay to do this.

A good website is important, having links to information on the different species the Vets care for and reccomended readings. Also a page on “The Staff” people like to read about their vet and clinic staff, kinda get to know them. Even a featured pet each month, say like a client photo contest. This is great if you can personally keep the site updated, otherwise they have to spend more $$ to hire someone.
Email lists, the clinic i go to have my email address on file, they send me bi-monthly or so new letters, and they will also send me an e-mail when someones due for a yearly check-up or vaccinations. Email is free while sending cards in the mail cost $$.

I used to also do Marketing & Communication, i LOVED it. But where I moved to there is really no call, so now i sit at a desk writting insurance letters to clients LOL… woohoo (bouring).
GOOD LUCK!!!!

[Elrohwen]

Karla, here’s my vet’s website: southwiltonvet.com/

Here’s a screenshot of their “Pet Portal”: (I’m always overdue for exams because they recommend every 6 months and I only come in once a year – I wish I could change that because the email reminders get annoying after a while)

 

And this is on the “Pet Records” page for Hannah, where I can see what meds they’ve given me and when my next appointment is (we’re going in tonight actually)

 

They also have a little message board area under “Community” with three ongoing threads – “why I love my pets”, “pet memories” and “silliest pet stories”. A lot of people have shared their stories, so that’s kind of fun.

Hopefully this gives you some ideas!

[Karla]

Andi, great ideas! Thank you. I have a huge list right now. And of course, I have to make sure most of the ideas can only be implemented by me

I used to work in a credit insurance company! I got so tired of it, that I quit 5 months ago and have been unemployed since. Best decision ever The marketing and communication jobs are very limited here as well, that is why I tried with an unsolicited application to a business usually not involved with marketing = animal hospital. But I really have to work hard to convince them that they will make even more money with a marketing person, because it is so unusual.

[Karla]

Thanks, Elrohwen!

[Lintini]

Something that comes to my mind about a bad vet experience, and I am not sure if it was just this vet or if more do this….but having to pay to put your pet to sleep at that very same vet visit is really really really terrible. I think something like that was ridiculous since we were taking our pets there for 15+ years and to have to pay for that up front….Ugh. I understand that it costs money to have the shot to do that but maybe if you need to charge for it, bill it later after the loss isn’t as shocking/severe at that moment in your face you know? We would have really appreciated being billed later. Most vets say you have to pay in full now but for something like that I wish some would just give you some time before being, hey, pay us for officially putting to rest your beloved pet! I’m not sure how much you could help with this but that was the first thing to come to my head with vet relations that I didn’t care for.

Puppy classes sound like a great idea, you can expand on that and do clicker training classes too – maybe some cat agility courses too?

Raffles, samples, free nail trims on vet appointments?

More calls after your pet is done from surgery …out of 5 buns, they have only called me back after 3 to tell me they were okay after spay/neuter. Although on 2 they called back the next day to see how they were doing as well. I think some vet techs are more on top of it that others there. So I sat in agony for a few buns.

[Elrohwen]

Lintini, my vet offered to bill me after the fact when I had one of my gerbils put to sleep. It was really nice, though kind of sad when I got the bill in the mail a week later and had to re-live it all. I was still really glad they offered. They also let me be there while they put Rowan to sleep (just the anesthesia part, then I had to leave for the injection). I really appreciated that as well since I’ve never had another vet offer before. I think how a vet treats clients and patients during such a difficult time is sooo important. Sorry your vet let you down

[Karla]

I paid before going in with the vet. I preferred that. Afterwards he asked if I wanted a coffin, and I would most likely have had to pay there and now if I had accepted. Not sure how they should deal with this issue.

Somehow I think if you are a customer who has come many times with your pet, they should do it for free (it costs $100 here, so it really isn’t that much money). Jack had to get 2 injections and not just one, because he just didn’t want to let go, and I couldn’t help thinking afterwards, if they would have charged me extra if they had known.

[Lintini]

I guess then more options for payment in that sort of emotionally draining situation would be greatly appreciated. I understand how waiting could bring it all up again and hurt more.

[Deleted User]

I’m late here! What a great idea! You are creating your own job. Very cool. Has anyone mentioned a 24-hour care hotline? A phone number you can speak to someone about pet-related troubles, where someone may know the answer or may know where to find it.

[LoveChaCha]

Sarita, I agree with the vet actually phoning the client.
Right before I took Chacha in for her 2nd ear check, she called me the week of the appointment and left a message (I was at work) on my cell phone. It was a really nice gesture. I felt like she cares for my bunny

Petzy, GREAT IDEA

Specialists that we pet owners can talk to.. trained in not just dog and cat stuff, but small animals as well.

[Michelle&Lolli]

I have a suggestion – with the condolence cards – DO NOT include anything about a new pet. Just from my experience with Eddie, I would’ve been very upset and ticked off if the condolence card included anything like that. But I wouldn’t have been upset to receive maybe a postcard later on – a month or 2 months or whatever – about getting new pets a check up. Just not right after my pet died.

My vet also took an imprint of Eddie’s front paws in clay after he passed away as well. So I got a condolence card, a condolence call, and then got the footprint thing later on. I am really happy I have his footprints cause I really don’t have anything else of him. He and Lolli shared everything.

Another thing with marketing/advertising, you might want to mention that you will do ads focusing on their success rates, etc. especially for high risk surgery if they have that data available. Not only do you want to focus on customer relations with existing customers, you also need to focus on getting and retaining new customers through ads, etc.

[LoveChaCha]

Aww, a pawprint? .. That is forever.

[jennyrabbit]

oh I forgot about one thing my primary vet has…they have a “puppy book” for every new puppy, is a 1/2″ binder packed with training pages, tricks you can teach and how to do it, a section for all your health records, sociliaztion tips, games, and general puppy advice, and when you bring you pup to the vet for the first time, they take qa picture of your puppy, hang it on the all with their name on the bottom, and give you this big binder to take home with you, its great :p

they also send out cards for referals..I refered my dad to my vet at that clinic and she sent me a card as a thank you, what I liked was that its not just a stadard issue card, I mean its a pre-printed thank you card, but it includes a personal hand written note, wirtten as though to a friend “dear shayna…yadda yadda yadda..sincerely.. Dr. yadda yadda” I didnt expect anything like that..my dad got a puppy and asked what was a good vet, so it was a really nice suprise to get a card in the mail like that.

and yes, Karla that is what I meant about the food..their are some vets that do sell and promote good food, the problem is that most dont, my vet for example sells orijen, wysong etc.. and promotes a raw diet, but she is part owner of the clinic and she is a holistic vet, a vast majoity though think Purina is a great food, thats why a vet office doing any kind of nutrition education thing makes me really leery.

[Kokaneeandkahlua]

That’s cool!!

Condolences cards a few days after a pet has been put to sleep (not sure yet if this should include something about wanting to give a new pet a check)
Birthday cards on the pet’s birthday to let the owners know it might be time for a checkup and what to expect from this age
Various events – eg. What to feed your dog sponsored by food companies with free samples, how to care for a bunny (yeah, lots of bunny stuff if I get the job)

My vet clinic does do these things-they do send you a condolence card-signed by everyone at the clinic who knew your pet and let me tell you it meant a lot.
Birthday cards-my clinic does that, and they do that seperately from checkup/shot reminder.
And my clinic has monthly events that promoate responsible pet ownership-they have a biggest loser contest every year for vet monitored weight loss (pet obeisity is HUGE right now-pardon the pun) and they do monthly events like tooth care, pet microchipping etc.

I think the biggest thing a vet clinic should advertise is their staff-who they are, where they got their education, what they do, what they’ve done etc. What pets they see-what procedures they do. Also what the clinic does-do they do bloodwork and xrays there-ct? etc. Advertise all the stuff we get as clients.

I love the idea of a website that you can log into to see your pets status for exams etc-as well as re-read medication instructions!! That’s cool Elrohwen.

Something that comes to my mind about a bad vet experience, and I am not sure if it was just this vet or if more do this….but having to pay to put your pet to sleep at that very same vet visit is really really really terrible. I think something like that was ridiculous since we were taking our pets there for 15+ years and to have to pay for that up front….Ugh

Maybe along those lines, my clinic has you pay before the visit and they also spent time going over options (cremation, garden stones)-they were very gentle and comforting and not pushy etc.
The other thing I thought was great-my clinic has a wonderful room for that-it’s not a normal exam room, but instead a very quiet very homey room with a couch and table and blankets and pictures-it’s more like a living room and I found that comforting.

Has anyone mentioned a 24-hour care hotline? A phone number you can speak to someone about pet-related troubles, where someone may know the answer or may know where to find it.

YES YES YES-a vet on call-maybe they all share a beeper? Just to answer questions like ‘yes go to the emergency vet’ or ‘no, do this and come in in the morning’

[Andi]

The paying for putting an animal down is a crappy situation either way. Honestly, i like to get it over and done with BEFORE I say my last goodbye, this way i can leave the clinic staright away and not have people stairing at me wheeping over the till. I also woldn’t want a bill after the fact, it’s hard to go through that event again later on.
We were billed later for a Urn we got Whizzer, that was a bit different. The hand written cards though, I think they are sweet.

haha, i work in Commercial Insurance, I am hoping to one day to get the heck outta here LOL

[Kokaneeandkahlua]

The paying for putting an animal down is a crappy situation either way.

So true…and unavoidalbe…not only is it the meds but the vet time too they are with you through it and that takes some time-my vet spent so much time with us. My vet must have spent 1/2 an hour saying goodbye herself as well….it’s awful to pay a bill at that time in fact the first I thought about it I figured that should be free at least! It is just awful but it is something that needs to be paid for… I liked that we paid first so you can just leave after.

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