An example of how checklists can transform a luke-warm veterinary client experience into a great one.
Name: Janet Harris
Pets: Henry, 10-year-old black Lab
Scully, 7-year-old yellow Lab
Alice, 12-year-old Collie
√ Client likes morning appointments between 10 and 11 a.m.
√ Unless it's an emergency, she sees Dr. Katherine.
√ Client needs assistance getting from parking lot to waiting room.
√ Client drives black Lexus SUV.
√ She brings a leash.
√ Client prefers Ted as a technician. If Ted is unavailable, she prefers Mary Beth. Have one of them waiting outside for her.
√ Client prefers to wait in the exam room. If one is not available, set aside a corner of the waiting room for her.
√ Have Ted or Mary Beth stay with the client until the doctor is ready.
√ Ask about her other two pets.
√ Ask her if the dog is staying for the day or overnight.
√ If the dog is staying, give it a complimentary bath.
√ Have Ted or Mary Beth discuss invoice discount with Dr. Katherine.
√ Client's credit card is on file. Do not ask for one.
√ Have the bill ready when Mrs. Harris leaves.
√ Per client, verbal authorization is sufficient. No signature is necessary.
√ Confirm the client's next appointment.
√ Have Ted or Mary Beth escort client and pet to car.
√ Dr. Katherine calls the following morning to check in.