Navigating the Chaos Part 2: Proactive management and delegation for veterinary practice success
Balancing clinical responsibilities with leadership roles while managing a chaotic practice.
Client experience for veterinary businesses
Elevating client experiences for sustainable business growth.
Vet CX specialises in client experience for Veterinary businesses. We provide benchmarking services, consumer insights, and tailored training packages to help practice owners/managers make small changes and grow sustainable businesses.
Australian owned, Sydney based
Clients across Australia and New Zealand
80%of new callers are never offered an appointment
4 callsmystery shopped each month
- Founded by the former General Manager of the AVA Business Group
- Part of the CX First Group of client experience specialists
- Programs customised to your practice, never one size fits all
We partner with practice teams to set them up for success
Why client experience
More about us
Great care brings clients in. Great experience keeps them.
We know the pressures that Veterinary businesses face and understand that providing the best care for each animal is the key driver.
In a competitive environment where pet owners have options for who they select as their service provider, we know that customer experience is a key differentiator in the marketplace.
At Vet CX, we partner with practice teams to gain a deeper understanding of their customers’ needs and expectations and provide the tools to set practice teams up for success.
Our services
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Turn every client interaction into a growth opportunity
At Vet CX, we specialise in turning client interactions into growth opportunities for veterinary businesses. Discover how our solutions can transform your customer experience.
Measure
Customer Care Insights
Dive deep into the heart of your customer interactions. Our Customer Care Insights service provides an in-depth analysis of how your customers perceive their phone interactions with your business. Uncover valuable insights and make informed decisions to enhance customer satisfaction.
Explore the program
Train
The Perfect Consult
Master the art of consultation with The Perfect Consult. Our unique program enhances communication and consultation skills, which are vital for professional fulfilment and building strong client relationships. Learn the crucial skills that go beyond academic education, and see the difference in your business outcomes.
View the course
Support
V-Care
Boost your business efficiency and client service with V-Care - a virtual support team to help your business with call handling, reception and administration tasks. The service integrates fully with your business and helps create a seamless and positive experience for your clients.
Meet V-Care
Train
CX Training
Empower your team with our customised CX Training courses. Focusing on both inbound and outbound phone skills and customer journey mapping, we equip your staff with the knowledge and tools to create exceptional customer experiences at every touchpoint.
See the courses
Measure
Consumer Insights
Stay ahead of the curve with our Consumer Insights service. Utilising rich data and targeted analysis, we help you understand the evolving consumer landscape, enabling you to prepare for future trends and make strategic decisions for your business.
Learn more
What our research shows
The phone is where practices win or lose new clients
Research tells us that the primary contact method for new and existing vet practice customers is the phone.
80%
of new prospective clients, who contact vet practices, are not offered an appointment.
90%
of calls are missing key rapport building interactions.
For example, depending on the size of a practice, not offering an appointment could easily translate into the loss of thousands of dollars in consult fees every day.
Client stories
Trusted by practice teams and vets
We discovered CX a few years ago when we needed help with our phones. Since then, we have engaged them for CX training and they manage our client feedback process. This has helped us to understand what our clients think of us and provide a better service.
I was quickly impressed by the practical techniques I picked up and put to use the next day. I saw an overnight improvement in getting clients on board with recommendations and returning for rechecks. Turns out you can teach an old dog new tricks after all!
Dr Josh PierisVeterinary Director and Practice Owner, Casuarina Seaside Vet
News and podcasts
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From the blog
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Navigating the Chaos
For many practice owners and managers, the daily grind feels more like putting out fires than executing a well-thought-out plan.
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A day in the life of a virtual receptionist
Where every phone call represents a potential lifelong client, exceptional customer experience is paramount.
Hear what your clients hear, free for two weeks
Try Customer Care Insights with a free two-week trial and discover what pet owners experience when they call your practice.
Get in touch with us
We're excited to hear from you
We're excited to hear from you! Whether you have a question, need advice, or are ready to transform your customer experience, our team at CX First is here to help. Fill out the form below, and we'll get back to you as soon as possible.
Each service is a step towards redefining your customer's journey with your business. At Vet CX, we're committed to helping you build sustainable, customer-centric growth. Let's create exceptional experiences together.