Episode 46: 3 ways to enhance the veterinary client experience

April 2, 2021
Kelsey Gustafson, Associate Editor

On this episode of The Vet Blast Podcast, Dr. Christman is joined by CEO and cofounder of GoodVets, Ryan Joseph, who explains how to create a client experience that promotes positivity, trust, and efficiency.

When it comes to creating a positive client experience, first impressions are everything. A dilapidated veterinary hospital with off-putting smells and constant commotion can not only incite fear in pets, but totally turn off owners, according to Ryan Joseph, cofounder, and CEO of GoodVets.

Part of providing a memorable customer experience “is having a very tranquil, calm, and soothing environment that smells great, with little sound penetrating through the walls," Joseph tells Adam Christman, DVM, MBA.

On this episode of The Vet Blast Podcast, Joseph highlights 3 key ways to enhance the client experience. In addition to creating an alluring ambiance, he says communication and technology are also integral to providing best-in-class medicine.

Ensure everyone is communicating effectively “so there’s no confusion or questions,” he says. Additionally, you must find ways to implement new technology, thus creating a more efficient workflow, he adds.

The coronavirus disease pandemic (COVID-19) has helped to accelerate technological advancements, says Joseph. Telemedicine has grown exponentially during the pandemic, granting clients access to quality pet care from the comfort of their homes.

Even shifting from paper records to electronic records is a small change that is making a big difference, he explains.

Another important aspect of technology is innovation, says Joseph, whose company recently partnered with Gallant, a service that does stem cell banking during spays and neuters. “So, not only are we going to improve the customer journey, but we also want to do what’s best for the patient,” he says.

Listen below for more on how to enhance your clients’ experience, plus tips for providing autonomy at your clinic.