We know that running a vet surgery can be a very stressful job! That’s why we are committed to making things as easy as possible for you.
Managing staff, trying to get new clients and making sure you have the right policies and procedures in place, it’s a lot.
One thing we have noticed often gets neglected, is communication – which is one of the most crucial things you need to succeed.
If you look at any successful organisation, you’ll notice they’re great communicators in one way or another. To guarantee the long-term success of your veterinary surgery, it’s important you make great communication a priority.
You’ll be glad to hear that the Yo Telecom vet phone system will help make your communication great and as a result will help you increase the success of your surgery! Here’s how:
6 Ways 21st Century Phone Systems Help Vets Succeed
1. See all Missed Calls and Call Them Back – Increasing Bookings and Revenue
You may find yourself missing more than just the odd call here and there. This usually happens due to being busy on the phone, helping clients or because you are closed.
Unanswered or missed calls and engaged tones don’t leave the best impressions in a client’s mind. To make matters worse, your clients are now just a Google search away from finding an alternative (your competition) if their phone call is unanswered.
If you lose just one client from a missed call, it can equate to potentially thousands of pounds lost over the client’s lifetime.
However, there’s hope! There is a way for you to see all of your missed calls as they happen – allowing you to call that client back instantly.
Returning missed calls shows your patients a high level of customer service. Not only will they be impressed, but they will also very likely to book an appointment with you!
This feature is called call logging. It logs and displays the phone number (and/or names of clients) along with the time and date they’ve called you.
It works exactly like the call log on your mobile phone, alerting you of the missed call, so you can take action and turn a potential missed opportunity into a booking.
2. Improve the Communication Skills of Your Reception Team
When a client or potential client calls into your vet surgery, you need to ensure that the quality of your staff’s communication is very high.
“High quality communication implies a high level of service.” – Journal of Services Marketing.
“70% of people are willing to spend more with a business they believe offers excellent service.” – Survey conducted by American Express.
Imagine a client is calling to make an appointment for a check up for his pet dog. The client will be expecting to have his questions answered in a friendly and professional manner. If your receptionist is in control of the call and the client likes what he hears, this will result in the client making the booking for a consultation.
If your staff’s communication does not meet or exceed the expectation of the client, (eg. questions not answered correctly, lots of “umming and erring”, or saying “the person you need to speak to isn’t here, can you call back?”) he/she will form an unhelpful impression of your surgery and your potential new client might be tempted to take their custom elsewhere.
This is where call recording becomes extremely valuable.
It enables you to review any interactions your staff have had with clients. You can then use the recordings as part of staff training to help see what the strengths and weaknesses of your staff are and how you can improve communication.
Without call recording, you won’t be able to monitor the strengths and weaknesses of your communication, leaving you stuck in the dark and making it harder to improve.
3. Save Time When Existing Clients Phone with Client Name Display™
You probably use a vet management software like RxWorks or Teleos which contains a database of all your clients.
The Yo Telecom phone system has the ability to instantly match your client’s phone number to their record in your software which will display their name before you pick up the phone.
This will save you tome by not having to ask for names, or even spellings.
Plus it means you can greet your existing clients by their name which shows them an excellent level of service which they will appreciate.
4. Get more Emergency Bookings with a Professional Out-of-Hours Voicemail
A great way to increase your revenue is to start offering emergency appointments to your clients.
Clients are willing to spend up to 6 times the normal price for emergency work (Source: Debt.org.)
Often with traditional phone systems you won’t find out until it’s too late and your client has found somewhere else.
With our Professional Out-of-Hours Voicemail, you can:
01. Instantly get all your voicemail messages emailed to you – enabling you to take action right away.
02. You can give clients the option to press a button to be connected to the surgery owner, manager or vet for emergency help. The message would look like:
“Thanks for calling [your vet surgery name], we are now closed. Our regular opening hours are [insert opening hours]. If you are in need of an emergency appointment, please press 1 now, alternatively leave a message after the tone.”
Overall, this keeps clients happy and helps you service more clients!
5. Promote Services to Clients While They are on Hold
Occasionally, you will need to put clients on hold. It’s best that you keep waiting times to a minimum as it can become frustrating. When your clients are on hold, you should ensure that they don’t have to listen to tedious music or even worse – silence!
Over 85% of callers prefer on hold messages over silence. – Cellular Marketing Magazine
Hold times are a great opportunity for you to promote and educate clients on the services that your vet surgery offers. People are more likely to show an interest in a product or service if they know what it’s about and its benefits.
Yo Telecom’s on hold marketing messages are tailored to the goals of your vet surgery and are expertly scripted to “hit the spot” to get client’s to enquire further.
6. Say Goodbye to the Dreaded Engaged Tone Once and for all
Traditional analogue lines can only make or receive one call at any given time. So when you’re busy on the phone, your line will be engaged. This means clients will be abruptly cut off by an engaged tone. Leaving them with a poor impression of your vet surgery.
Not only is it frustrating for the client, who is often calling to make an appointment, but it’s also frustrating for you as you don’t want to be throwing opportunities in the bin.
With the Yo Telecom vet phone system you can choose the right amount of inbound lines available on your main phone number. For smaller surgeries this might be two, but it could be as many as 6+.
So instead of your clients hearing engaged tones while you’re busy, they’ll hear a professional message letting them know you’re busy on all your phones and will be with them soon!
You can even give patients the option to press one and leave a message if they’d prefer.
Here’s one of our Veterinary practices explaining how a Yo Telecom phone system has helped increase their success:
3 Step Plan to Increase the Success of Your Vet Surgery
1. Book a Demo
You can book in for a FREE demo of our phone systems by calling us on 02382 146115 or by clicking the button below:
2. Sign up for the Option that Suits the Needs of Your Vet Surgery
One of our specialist consultants will come to your surgery and discuss all of your options until we have come up with the perfect solution that meets your requirements.
3. Let us Take Care of a Hassle Free Installation & Training
Your delivery and installation date will be booked on a day that suits you.
We’ll take care of the whole switch over and will train you to make the most of all of the features on your new phone system!
Investing in great communications leads to greater success and happier clients.
The combined improvements that are a result of just these 6 points can add hundreds of thousands of pounds to the yearly revenue of a vet surgery. Plus, result in clients that are happier due to simple and helpful communication.