A veterinary clinic's extreme influencer
Client service representatives are one of the most important people in the veterinary clinic, and here is why
When clients enter the veterinary clinic and when they leave—whether the first time, a regular visit, or the last time—a familiar face they will see is the client service representative (CSR). These professionals greet clients, handle scheduling for clients and the team, and answer questions that clients have before leaving the clinic. Because of trust, they have the potential to build relationships with clientele, making them crucial influencers for the practice.
In a dvm360 interview highlighting some talking points in her upcoming lecture at Fetch Kansas City, Jill Clark, DVM, founder and chief visionary officer of IGNITE, shares why she believes CSRs are the most important humans in the veterinary clinic.
Below is a partial transcript
Jill Clark, DVM: [Client service representatives are] also becoming client experience gurus, and that's one of the passions I have for both Ignite and NAAVR (North American Association of Veterinary Receptionists)... But they really can have roles that are far above what we typically utilize them for. I mean, they really can impact the client's experience from even how they find out about the practice, to the initial phone call and all the way until followup. That's a role that they can play a big part in.
And then they're great revenue producers. We don't think of them as that. We think the doctors are, [and] maybe the technicians, but it's really those [CSR] folks that are the ones that get people in the door for the rest of us. And they also think of pretty creative ways to get people back for rechecks and and all the other care options that that clients have for their pets, so [they are] extremely influential when it comes to the client.
