How to offer a great experience - Part 1
Based on studies on a human hospital, this chapter will outline the different steps in the pet owner journey in your practice, including the consultation that should be a “golden moment” for your client. The veterinarian and the staff play a crucial role in the “pet owner experience” but process and physical aspects should never be underestimated.
It is strongly recommended to work with appointments to reduce waiting time.
Having a dedicated space for cats in the waiting area is highly appreciated by cat owners.
The consultation should follow a clear structure and be client-oriented.