It’s all in the detail
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17 August, 2020 / No comment
We are proud to be recognised as a leading force in the understanding, training and delivery of the veterinary customer experience (Cx).
We make things happen, helping practices large and small around the globe put the customer at the heart of their business, driving improvements in team and client recruitment and retention, as well as boosting practice profitability.
Click below to see how we can help you and your team create a customer centred business.
During Covid-19 all our training courses are available remotely.
OUR SERVICES
Onswitch’s services cover four core areas
Established in 2001, our fundamental purpose has always remained the same – to inspire change and create customer-centred practice so that pets, horses and livestock receive the best care.
We passionately believe that improving the customer experience should always be the number one priority for veterinary practices and the animal healthcare industry. Only by fully understanding the customer journey can we make it better for the animal patients.
And once we make it better, together we can build sustainable businesses, motivated and stable teams, and a loyal client base.
What Our Customers Say
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Our Blog
Follow our latest news, updates and where we well be speaking next
One of the Onswitch values is “Inspire”
The others are:
Collaborative
Innovative
Passionate
And
Honest
For the last 20 years we have worked to help you build a customer centred approach in Veterinary practice
Why?
Well without the human saying yes to treatment plans or giving meds or paying the bill the patient doesn’t get the outcome they need and you want
So customer centred practice matters to patient outcomes
It hasn’t been easy.
It isn’t easy.
And sometime it’s bloody hard to keep going.
When the overwhelming voices we hear from the profession have negative thoughts or views about clients and their motivations or behaviours it is tough.
We are all people.
It’s tough right now for all.
So when a surprise Bettys hamper arrives and someone says “Thankyou for the inspiration” it makes a massive difference to the end of the week
So thankyou 🙏
Thankyou for listening 🙏
Thankyou for engaging with the subject 🙏
Thankyou for pausing 🙏
Thankyou for hearing the alternative perspective 🙏
The customer experience matters as it is the enabler for the patient, flock or herd outcome
Without the people, the client, the owner, nothing happens
#CustomerExperience #Cx #TeamExperience #Tx #People #Inspire
#OneVetTeam
#Thankyou
Another webinar tonight looking at those pesky bottlenecks
Practices have done amazing things to smooth the workflow and keep caring for patients
It’s been a long tiring lockdown for everyone and practice teams have been awesome
Finding time now to take a time out and look at bottlenecks is a very worthwhile use of time as we get ready for 2021
Think of it as a finding minutes and hours back
They are there to be found
A few minutes here and there
Reducing inbound calls
Taking payments at the first opportunity so stopping queuing to pay
Stopping the “Give us a ring” phrase when we can sort another way
Finding where you can smooth the flow and get time back makes a big difference
So finding your bottlenecks is a good thing to do!
#OneVetTeam
#Bottlenecks
#Cx
Got to love a surprise @Bettys Christmas hamper
Lovely to get a wee gift and the appreciative words hit home
Thankyou #OneVetTeam #Thankyou #Appreciative
Words are important
Asking “How are you doing?” Or “how’s your day been?”leads to a series of chat turns helping folks talk about life
If we ask “are you ok?”the answer “I’m fine” is likely & chat flow stops
#RealTalk #ConversationAnalysis @LizStokoe thanks sharing expertise
https://onswitch.co.uk/product/opening-your-own-vet-practice/ part 2 of Open Your Own Practice today
8 fab focussed folks looking to be the boss
So important to know what thriving new sites do and why some stutter & grow too slowly
2021 dates #BalancedScoreCard #Customers #Team #OperationalEffectiveness #Finance
Open your own practice course part 1
8 folks looking to be the boss
Exciting for all of them, a range of practice types too
Such an opportunity right now
Creating a community focussed service led different practice is the way to go
Be local
Be community
Be you
#OneVetTeam
Really useful thread about the importance of clarity and meaning in communication
Good to read what has worked well and what was less helpful
#WordsBringConsequences
#ChooseWisely #IndieSAGE