What is your Wow Factor?

RE: What is your Wow Factor?

Alison Clare Hickman — Sun, 02 Jun 2019 21:55:38 GMT

Hahahaha! My favourite one from years ago was a little prim old age pensioner called Mrs Garden. She had called her Labrador "Lady"... no one had the heart to say anything to her...

Bless.

RE: What is your Wow Factor?

Niall Taylor — Sun, 02 Jun 2019 20:03:25 GMT

[quote user="bob lehner"]One of my colleagues called in 'Frosty' Balls[/quote]

Likewise we used to have 'Mrs Samson's Willie' and 'Mrs Robinson's Fanny'. I kid you not

Niall

RE: What is your Wow Factor?

bob lehner — Sun, 02 Jun 2019 17:57:05 GMT

[quote user="Julian Earl"]A bit like Geoge hassaid, when calling clients from the waiting room I decided not to call for Mr or Mrs Jones etc., but to call for the pet by name. It made it more personal. Unfortunately some owners have never though their pet'sname through this way! So I called out for Tess, a black Labrador, and dded the surname of the owners. Please could I see Tess Tickell?[/quote]

One of my colleagues called in 'Frosty' Balls, a JRT, on a rather cold winter's day....

RE: What is your Wow Factor?

Clare Tapsfield-Wright — Sun, 02 Jun 2019 17:31:23 GMT

Must be time to raise awareness of my book with lots of wow

RE: What is your Wow Factor?

Julian Earl — Sun, 02 Jun 2019 17:22:51 GMT

A bit like Geoge hassaid, when calling clients from the waiting room I decided not to call for Mr or Mrs Jones etc., but to call for the pet by name. It made it more personal. Unfortunately some owners have never though their pet'sname through this way! So I called out for Tess, a black Labrador, and dded the surname of the owners. Please could I see Tess Tickell? I don't know who was most embarrassed,me, the clients or Liz the head-urse at reception? Liz (Edmondson RVN has also written about this incident in aveterinary Record feature a few years ago.

On a different tack, my favourite compliment was when a new client asked to see me in particular because and she said, "You have a good reputation for handling cats!" I was very flattered by this especially because I grew up with dogs, a Wolfhound x Labrador, then two more Labradors. I never owned a cat until I got married and the local farm cat, Jerry, adopted us, moved in and slept on the bed and was utterly docile and friendly despite his lethal attitude to the local wildlife. Plus dangerous to my wife's friend's Jack Russell who he chased out of the garden. I was so proud of Jerry, eyeballing the JRT until it fled! But when poorly later on in life he tolerated having a drip attached and monitored while loose at home, never complaining. Further cats followed and all have been very handle-able. [Is there such a word??] But handling cats has been a learnt skill, so it was nice to be told this!

RE: What is your Wow Factor?

Anthony Todd — Sun, 02 Jun 2019 16:30:48 GMT

[quote user="Sara Ramsey"]Just tapping site[/quote]

Standard with horses [still?]

RE: What is your Wow Factor?

George Cooper — Sun, 02 Jun 2019 15:36:39 GMT

This might at first appear cheesy but something I picked up years ago does seem to help to break any ice and help the initial creation of a good rapport with clients is to speak to the pet! Ask the dog or the cat "why have you been brought in to see me today, then, Tiddles?", "What's worrying you're folks today?" and so on.

I reckon it works because the focus of the client is their dearly beloved bundle of fur, which they adore and probably speak to all day long anyway, so to find the vet is as dotty as they are can be good! To me it is better than a starchy "Mrs Jones, please, bring Tiddles through now."

I also find that a little gentle humour can be useful, in a manner that suits the individual.

RE: What is your Wow Factor?

Miriam Lodewyks — Sun, 02 Jun 2019 14:08:37 GMT

I second eye-contact and sincerity. However rushed I might be, I have learned to look at my clients and ask them how I can help them, then just listen patiently.

Before every euthanasia I make sure the client knows who I am, who my nurse is, and exactly what is going to happen. Owners are often reeling and wracked with guilt: focussing on what is going to happen now, I think, really helps.

And having the tissues ready!

RE: What is your Wow Factor?

Sara Ramsey — Sat, 01 Jun 2019 20:39:13 GMT

I de-sensitise dogs before injecting them, taking their temperature, giving intra-nasal vaccine or blood sampling.

Just tapping site with finger, capped needle or thermometer gives them a pre-warning and it had made my job do much easier....got blood out of two chihuahuas after desensitizing before ...and of course after.

Our canine behaviourist mentioned it, I think I used to do it sometimes but now I make it obvious, tell the owner what I'm doing and they really like it.

RE: What is your Wow Factor?

Sara Ramsey — Sat, 01 Jun 2019 20:37:01 GMT

I de-sensitise dogs before injecting them, taking their temperature, giving intra-nasal vaccine or blood sampling.

Our canine behaviourist mentioned it, I think I used to do it sometimes but now I make it obvious, tell the owner what I'm doing and they really like it.

RE: What is your Wow Factor?

Clare Tapsfield-Wright — Fri, 31 May 2019 11:15:19 GMT

Follow up phone calls after surgery or in patient time are well received.

Beware starting something and then not being consistent, clients talk to one another and hate feeling they missing out on something.

I’d invest in reception training , a smile and eye contact is priceless

RE: What is your Wow Factor?

Mark Frost — Thu, 30 May 2019 23:17:39 GMT

[quote user="Clare Tapsfield-Wright"]

The biggest wow factor is sincerity

You can use all the gimmicks you like but clients know who actually gives a damn.

As a vet I’m too close to the vet profession to be objective but I do know from dealings with professionals with my disabled son that you quickly spot sincerity.

the ones who address you as “ mum” rather than your name because they can’t be arsed, the ones who acknowledge your pain , the ones who actually listen.

wow factors like this mean more than anything else

[/quote]

I agree completely.. this is more important than anything else and 100% has to come first.. everything else is pointless without this.

RE: What is your Wow Factor?

Mark Frost — Thu, 30 May 2019 23:16:11 GMT

[quote user="Judith Archbold"]

Dog biscuits in a lovely jar on the desk.

An old fashioned bell for a client to ring if the receptionist has just left the desk.

A folder of local cat/ dog services eg kennels / Catteries, good dog walks, hydrotherapy pools, dog behaviourists, pet sitters ... for client info or people new to the area.

a board of photos of recent happy dogs and cats and small furries.

Various up to date dog and cat magazines .

hope this helps a bit.

[/quote]

Thank you, these are all great ideas.. we do most of these but I really appreciate it! I think we could definitely expand the information in our folder.

RE: What is your Wow Factor?

Clare Tapsfield-Wright — Thu, 30 May 2019 21:18:01 GMT

The biggest wow factor is sincerity

You can use all the gimmicks you like but clients know who actually gives a damn.

As a vet I’m too close to the vet profession to be objective but I do know from dealings with professionals with my disabled son that you quickly spot sincerity.

the ones who address you as “ mum” rather than your name because they can’t be arsed, the ones who acknowledge your pain , the ones who actually listen.

wow factors like this mean more than anything else

RE: What is your Wow Factor?

Judith Archbold — Thu, 30 May 2019 14:34:33 GMT

Dog biscuits in a lovely jar on the desk.

An old fashioned bell for a client to ring if the receptionist has just left the desk.

A folder of local cat/ dog services eg kennels / Catteries, good dog walks, hydrotherapy pools, dog behaviourists, pet sitters ... for client info or people new to the area.

a board of photos of recent happy dogs and cats and small furries.

Various up to date dog and cat magazines .

hope this helps a bit.