Customer experience

Our coaches and managers help practices train, measure and manage their teams every day – the customer experience is what we do

What is it?

Our coaches and managers help practices train, measure and manage their teams every day – the customer experience is what we do


What will I get?

Access to some of the best speakers in the sector, passionate about improving the customer experience and with the skills to help you deliver

Why do I need it?

The customer experience is crucial to the success of your business – engaging your team with its principles is one of the most important steps you can take to help your business grow



15 hours ago


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?

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2 days ago


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
#Consultancy #JFDI
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4 days ago


Great to see this gazebo and pop up room, another example of #DoingThingsDifferently
The pop up consult rooms and use of gazebos is really helping folks and smoothing the flow of workload
Smoothing the flow of patients and people is so helpful at the moment and will help keep both people and patients a little less stressed too
Great move Greensands Vets 👍
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Always a good place to start when we start talking about costs!
So what folks experience matters
How was the #CustomerExperience around the purchase?
#cx matters as it is the memory of the purchase
No #memorable #cx it is purely a price / cost memory #cx

#veterinary #local #community

Liked this one and so very true #OneVetTeam

Team time to
is so important
Great to hear ...wish we were there! Fancy being the boss?
Open your own practice?
Why not!
Now is a good time to be #Different #Local #Community
#business #OneVetTeam

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01476 565343