It’s all in the detail
...
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.
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So one of Team Onswitch need a tooth sorted
Been grumbling on through lockdown and now needs this
So a trip to the dentist
All safe and secure
Full PPE and spaced out appointment for deep cleaning etc
Assessed and recommended root canal work
The next day this arrives in the post - yes actual paper not an email or text or call or chat ......an actual letter
Clearly laid out
To the point
Time bound estimate
With pricing
Very clear and impactful
So made us ponder veterinary estimates for those non urgent work ups and ops
Given the root cause of many difficult situations is mismatching between estimate and final fee this approach is timely and clear
The letter is unusual as many folks dont get letters very often as most communications are text or email or app based
So this stands out
You can hold it
You see it
You stop and focus
So one option for all non urgent procedure is a written and posted estimate ...
What do you think?
It’s clear
It’s also time limited
Worth a ponder ....
Time to have a business health check and see what might help
onswitch.co.uk/business-health-check/
#OneVetTeam
#StaySafe
#Estimates
Happy birthday to Werrington Vets🥂
A full year of trading in a pandemic for a new practice and so pleased to see the results so far
Congratulations 🥂
Opening your own practice is a dream for so many people and now is a good time
Even in a pandemic now is a good time to be the local community focussed, service quality led new practice in town!
Understand your local catchment area
Who will join you and why?
What will be your compelling reason to change to you?
Why would anyone leave one good practice to join you?
So understanding the core essential success factors in a new practice is step one
So start with our “Open Your Own Practice” day
Just like the team at Werrington Vets did
Learn what really makes a practice tick and why successful ones are successful
Learn what to avoid doing that so many do!
Next day in February
onswitch.co.uk/product/opening-your-own-vet-practice/
#OneVetTeam
#CustomerExperience
#BeTheBoss
So another Tuesday and a
#Shamii moment
#Cats have a way of keeping life very simple
Today #Shamii is doing a bit of a “pre wash” on the remains of a pudding bowl
What do you reckon he is thinking today?
#OneVetTeam
#Cats
#Shamii
#StaySafe
Starter for 10
RVN do consults, primary triage & vaccines
Vet as needed remotely in building or at home
Think nurse practitioner in human healthcare
It works
Massive opportunity to move to Team Consulting
Yes outside of CoC
Covid working needs us to change
#OneVetTeam
Awesome
“We change the world when we change what we do”
Small changes
Massive impact
Role model
Be the change you want for others
#OneVetTeam
When a client asks you on web chat or email for a price for an everyday fee ...Tell them!
Please don’t say “ring us”!
Reduce inbound calls means answering everyday fee questions on apps,emails,web chat
Save time
Reduce inbound call
Better still put prices online
#OneVetTeam
Curious reading @theRCVS facts as you do!
Anyone got data on % of these members who are parents of school age kids?
@BritishVets @bvnauk
Can’t find data on how many colleagues are parents
Help
#OneVetTeam
Thankyou