5 Steps For Vets
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08 August, 2020 / No comment
In a nut shell, the Onswitch Team work with people like you in many countries around the world, to Measure, Train, Research and Inspire teams to deliver a great customer experience.
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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.
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Morning all
Welcome to the weekend and this great video has just popped up from Heather Vets and we wanted to share
When we look back at March 2020 - seems such a long time ago - none of us knew what the coming months would bring
Nobody had a rule book for “Managing a vet practice in a pandemic”
There wasn’t any history to go Google!
So in the beginning all we had was our own Value set and purpose
Watching practices share such authentic and genuine video updates for their communities has been heartwarming and inspiring to see
We know that for many the idea of talking to camera and sharing how you feel was a big leap and a tad scary
So well done for doing it
It just show how important Values and Purpose are
They guide you through tough times
And when there isn’t an answer, you do what your value set says is the right thing, right now.
So well done Heather McCabe
This is awesome
#Values
#Authentic
#Inspired
#People
#OneVetTeam
Another week coming to a close for many of you
Where is this time going!?
So as we ponder “Eat Out To Help Out” and lots of social Interaction made us think about the impact on the team “bubble” at work
So you have all been great at keeping in “bubble” teams & managing risk of “Track & Trace” close down- so where are you now?
As teams socialise and meet folks outside their bubbles, is your risk greater between colleagues now than the clients?
One to ponder as many of you have clients back in reception if not consult rooms
Where are your risks now?
Team or client or both?
Guidance from BVA indicates full PPE between teams will be a Track&Trace exemption
So not our area of expertise at all but asking the question
Where is your risk today?
Social bubbles have become very stretched ?
What are your thoughts?
How are you managing it?
#OneVetTeam
#AnotherWeek
#AnotherChallenge
#Change
Evening all
It has been a very interesting few weeks
We have been doing lots of 3 hour consultancy and training sessions with practices to help them find ways of smoothing their workflow, managing the client flow and reducing the team workload
Building on previous debates over the last few weeks on here it is good to see these sessions are finding quick wins to help practices reduce volumes of workload, in the main the inbound call
By mapping the individual steps each practice has for client for the everyday calls - vaccines neuter repeat meds pay bills etc - we can spot duplication or repetition or missed opportunity to smooth the flow and ease the workload for teams and make it simpler and smoother for clients
#CX #TX #PeopleX
So after all the sessions so far ( bookable via MSD and EasyDirectDebits) there are a few common threads
So rather than making an unnecessary step more efficient - get rid of it altogether!
Solutions so far:
1. Get more PDQ machines Get paid dont ask them to call back to pay!
2. Get an outside “Marshal” to arrive folks & manage meds dispense and general keeping the car park moving - stop the “ Ring us when you are here”
3. Preempt repeat medicine - you know when they will run out so call owners to sort Repeat script or checkup , take payment and arrange ship or collect
4. Get reminder calls outbound! Stop the inbound Calls . Call owners Book appointments
5. Use your online booking .Help folks book and sort themselves
6. Use “web live chat” to solve those “ are you open ?” “Are you doing dentals yet?” Stop the inbound call
7. Put your Health Plan joining up details on line!
8. Paint numbers on your parking bays ( make bays if you dont have bays) then you can ask owners what bay they in if you need to!
9. Create a home worker rota Do out bound calls Follow up post ops , booster calls , chase payments etc
10. Get a medicine delivery subscription set up to manage repeat ongoing parasite and long term meds!
11. Use video consulting for post op checks, nurse consults, any triage consults if owner in doubt , to keep traffic flow lighter Offer the option some will do
Each practice so far has found a few key steps that will help
#CustomerJourneyMap
#Team
#Customer
#People
#MakeitEasier
#Maps
#Consultancy #JFDI
🙌
#supportsmallbusiness
#independentvets
#veterinary #local #community
#FIVP https://twitter.com/OnswitchLtd/status/1293199530788294661
Team time to
learn
connect
debate
discuss
learn
grow
be
is so important
Great to hear ...wish we were there!
https://onswitch.co.uk/opening-your-own-practice/ Fancy being the boss?
Open your own practice?
Why not!
Now is a good time to be #Different #Local #Community
#business #OneVetTeam