Blog

“Customer wow” is fickle. Satisfaction sets the bar too low to be a reliable predictor of success. So what now?

We live online now, and the right attitude towards how you portray yourself over social media, apps and messaging could mean the difference between success and failure.

We're a huge believer in the value of Customer Effort Score here at PetsApp. See why it's important to track, as Thom explains its' extraordinary business value.

Take a deep dive in to what a Net Promoter Score (NPS) is, and what investigating it can mean for your veterinary clinic.

Amazon is also known as “The Everything Store” because of its extreme breadth of range. Your veterinary clinic, though, is not an everything store. It’s the exactly-what-your-pet-needs store. and that’s your competitive advantage.

In the world of veterinary business, managers and employees strive for excellent customer service, for pleasing clients and, thus, obtaining good patient care and profit for the business.

What can we learn from thinking about clinics from the end-users perspective - the pet owner - and what does top quality veterinary service look like? Join Thom, and this week's guests (Howard & Kate, from Village Vet) as they discuss how best to offer a sterling customer experience.

Mutability has been in the news recently as we face the new coronavirus variant. However, mutability is as much the solution as it is the problem. It is an important factor in our response to this crisis, providing “resiliency for adaptation”.

Can your clinic team outsmart the PetsApp pack? It's like the veterinary equivalent of The Chase - only on Zoom and without a significant cash prize.

Thom and this week's guest - Adrian, from Emerge Veterinary - dig in to the effect of the pandemic on veterinary leadership, how to resolve a leadership vacuum, and the importance of maintaining a growth mindset.

Join us - Tuesday February 2nd - for a PetsApp evening demo. Text Chat | Video Consults | Digital Payments | Appointment Booking | Campaigns & more!

Join the 1st Big Student Careers Fair built by Veterinary Students for Veterinary Students, with a little help from the team behind the Global Veterinary Careers Summit. Come and see where your veterinary career can take you! February 6th-7th, 2021

Join Bake-Off's Rosie Brandreth-Poynter and the PetsApp pack as we while away the Sunday hours baking up a storm. Family-friendly; time to get stuck in!

Storytelling - a powerful tool for veterinarians. Let Jessica tell you more - and help you build your client's trust and respect!

Thom chats to Dr. Ivan Zakharenkov (CEO, Veterinary Integration Solutions) about burnout - its effect on veterinary teams, who is most affected, and most importantly how organisations can reduce its damaging impact.

Lockdown got you feeling down? Clinic life keeping those stress levels high? It's time to unwind...

Do you know the carbon footprint of your Veterinary Practice? It may be more than you think…

Lewis Martins talks with our CEO, Thom Jenkins about the challenges practices can face when recommending products and services.

What is psychological safety? And how can it be cultivated, nurtured, and maintained in veterinary teams? This session will answer those questions, and more.

Using examples from the most successful practices we’ll share more than twenty ideas you can use to supercharge your Pet Health Plan to create a more profitable, sustainable & fulfilling veterinary practice.

It can be hard to exceed expectations in veterinary medicine. Taking a blood sample? Owners will expect you to get it right-first-time. Running diagnostics? The expectation is that you'll get to the bottom of things. Presented with something broken? Send it back fixed or you'll disappoint. Fortunately, there is a secret to consistently exceeding expectations. Start by setting them.

In 2020, the Internet seems to exist mostly to share content about animals. It’s a rare day that you log onto Facebook without seeing a new lolcat or good doggo. From the Twitter account “We Rate Dogs” to cats dressed as Batman, we are a nation in love with animals. For veterinarians, the Internet presents a ready-made audience and opportunity...

There's an anti-prioritisation trap in every veterinary clinic. It shortcuts the urgent, important tasks and jumps the queue on the high value, low effort activities. Sound familiar?

Imposter Syndrome is defined as when an individual doubts their accomplishments and has a persistent, internalised fear of being exposed as a fraud. A common phenomenon among veterinary professionals. In this podcast, Katie shares her journey with us and her insight on how to beat imposter syndrome and get off the treadmill to nowhere!

Thom and Alison discuss how Covid-19 has turned the veterinary profession upside down. Yet lots of the changes we’ve rapidly adopted have brought benefits to clients and practice teams alike. So much so that we should be planning to retain the best bits of these new ways of working in order to further improve the customer experience. The world may have changed, but how clients want their care to feel has not.

Millennials are now the largest pet owning demographic, and while Baby Boomers tend to describe veterinary products and services as relatively accessible, the majority of Millennials believe veterinary care to be inaccessible.

Wellness Plan, Pet Health Club, Health Plan, Membership Subscription - whatever you call it, your clinic probably has one. But why?

Liz and Thom talk about breaking down the health taboos that many working vet team members are living with, and how we as a profession can better support individuals in the workplace.

In December last year, Anna was diagnosed with breast cancer. Luckily, thanks to a poster, she found the lump early. Throughout Anna's treatments she has been working on the idea of putting up a poster in every veterinary practice and vet school changing-room in the UK to remind people to check themselves.

With COVID-19 restrictions, you need to limit the time customers spend in the clinic. You need to find contactless and remote ways of working. And you need to do it without sacrificing income.