Almost 10 years ago, I started my first job in Customer Relations in a Veterinary hospital. People think that my job consists of cuddling animals, talking baby talk and smiling, a lot. My job does consist of those amazing aspects, however it also consists of taking difficult phone calls, scheduling emergency appointments, doing my best to keep my doctors and treatment staff informed and on schedule, my least favourite, helping someone schedule their last visit for their furry friend.
Days are often similar, but never the same. Every time you answer the phone you get something different. You can start your day with an animal that has been very ill over night, but you’re fully booked for the morning so you have to “work some magic” to ensure that patient is properly cared for. Juggling appointments is not an easy task. Most pre-booked appointments were made at specific times to accommodate the clients schedule so when we call to rearrange due to an emergency or hiccup in the day, we know that can be frustrating to the client we’re moving. Luckily, most clients understand and know that we would do the same for their pet if we needed to.
Unfortunately, you can also start your day off with a client who is frustrated or angry. Sometimes it’s a situation you’re not even aware of so you have to gather facts quickly to best help your client with their situation. Every situation is different and we know that when a client is frustrated with us, it’s not always us. Having a sick pet is scary and sad. You don’t know what’s wrong with them and they can’t tell you. Rest assured, your animal hospital or clinic will do everything they can, it does take time though.
Then there are the tough times with clients who know it’s time to let their precious pet go. This conversation is so hard for the client to have so having someone who understands and is compassionate is key. When it’s a pet who has been sick for some time the client relations staff is aware that this call may be coming so they can be somewhat prepared and know how to work with that client. Other times it’s an emergency situation and we have to be very aware of what we say and how we say it. We are trained to help clients in this time and we pride ourselves on doing our absolute best to do whatever we can to make our clients comfortable.
The most important thing to remember about a Client Relations position within the Veterinary practice is, clients are our number one priority. It is our job to develop a relationship with our clients. They need to be comfortable with who answers the phone, who greets them at the door and who helps them when they’re scared, frustrated or angry. Bringing a pet to the veterinarian is an emotional event. We try to build relationships with our clients so they can be at ease when they come in. As much as we do get to cuddle wonderfully sweet animals, we also become close to our clients because we are the first and last person they see every time they come to the clinic.
Written by Bedford South Veterinary Hospital
