Veterinary Receptionist Week and what CSRs want

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I have been a client service representative (CSR) for a long time and unfortunately watched my peers be neglected during National Veterinary Receptionist Week. This week is observed the last full week of April; however, CSRs should be celebrated year-round. National Veterinary Receptionist Week was founded about 20 years ago by Ethel Pawlak, but I’ve only seen it recognized over the last few years, which is incredibly sad but also heartwarming.¹ CSRs are the heart of veterinary practices; they know the clients and patients. Sometimes, our time with clients can feel like a little therapy session, and I know more about some clients than my own family, and that’s fine because as a CSR, I genuinely care about clients and patients.

Kelly Kulhavy, VRCE, holding her VRCE certificate (image courtesy of IGNITE)

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You may be thinking that surprising them with a pizza party, and while I do love a good pie, I’d prefer to be appreciated in other ways. A heartfelt thank you would be a huge one. Oftentimes, we are overlooked with saying thank you, with some of us rarely receiving any thank yous for our work. Think of all the ways your CSRs help practices. They communicate with clients in many different formats like schedule appointments, multitask, clean, and carry animals and food out for clients, and more. Now, if all your budget allows is a pizza party, there is nothing wrong with that, but don’t discount an individual handwritten thank you card to each of your CSRs. Put more than just thanks for all you do, make it heartfelt. They will appreciate it.

Want to do more for them? I haven’t met a CSR that will turn down free caffeine, whether it be tea, coffee, energy drinks, etc. Gift baskets are fabulous, but I’ve never received one, but I enjoy the idea behind them. You could fill it with things a CSR needs to do their work, such as fun notepads, stickers, snacks, pens, etc. A clinic outing could also be fun, plus help with team building. Post snippets about them on your social media, I once made a whole client education board about our CSRs and social media posts.

Making your team feel valued will help with overall morale and support lower turnover rates. In short, celebrate your CSR because they deserve it.

Do you know a CSR who goes above and beyond for pets, clients, and the veterinary team? nominate them for dvm360's 2025 Veterinary Heroes® Awards! These award honor veterinary professionals, including CSRs, who makes a meaningful impact on patient outcomes through exceptional communication, compassion, and dedication. Submit your nomination here today!

Reference

1. Vastag K. Veterinary Receptionist Week: Tips for Appreciation. Weave. Published May 24, 2024. Accessed April 21, 2025. https://www.getweave.com/veterinary-receptionist-week/