Mystery Pet Owner

Veterinarians are working hard on a daily basis to see pets and talk to pet owners. They often do not have time to stay on top of every aspect of their practice and some things can slip through the cracks… especially concerning customer service. Let VetMgrCentral help!

We are offering a service to help you monitor customer service by evaluating your practice as a Mystery Pet Owner.

There are several reasons to request a Mystery Visit and have us evaluate your practice’s customer service. Consider these facts:

Dissatisfied clients are likely to tell 5-7 times as many people about their experience as satisfied clients.
For every client who complains about a minor problem, 50 remain silent. Often never to return!
In the service industry (which we are part of!) it costs approximately five times as much to attract one new client than it does to retain an existing one. So, while it is important that you have a steady influx of new clients and pets, retaining the old ones is cheaper and equally important.

The Process:

We are looking at the total experience clients have with your practice. We begin by evaluating your practice from the moment the initial telephone call is made to schedule the Mystery Pet Visit, all the way through checking out. In doing so, we can provide you with valuable information that will help you make key decisions and guide your practice to excellence in customer service.

There are three steps:

Initial Consultation – via phone or in person with practice owner and/or Practice Manager to begin process.
Scheduled Mystery Pet Owner Visit
Evaluation Report

Let’s talk about each step:

1. Initial Consultation: Once you are committed to improving customer service, we will discuss the key objectives for the practice evaluation. We will discuss areas to be assessed, which DVM and/or team member you may want us to schedule an appointment with and what type of information you can expect back from us.

2. Scheduled Mystery Pet Owner Visit: The collection of information begins at the Mystery Pet Owner’s first phone call to schedule an appointment. Neither the doctor nor the staff should know who this individual is or when they might be calling your office. We strictly protect the identity of our Mystery Pet Owners to help maintain the integrity of their findings.

Next, the Mystery Pet Owner enters your practice and begins interacting with members of your team. Following the appointment the Mystery Pet Owner will compile their findings and forward them to our management team.

3. Evaluation Report: Evaluation forms are completed and submitted within 48 - 72 hours of the Mystery Pet’s visit. Our staff of management consultations will then analyze the evaluations for accuracy, consistency and objectivity before submitting the report to you for review.

We offer several different programs you can choose from:

Telephone calls – 4 calls within one month to your office to evaluate telephone etiquette
Scheduled visits – one visit plus required phone calls for scheduling purposes.
Scheduled visits: 2 – one initial, report submitted and follow up visit in about one month to evaluate changes. Includes required telephone calls for scheduling purposes.
A customized program that includes telephone calls and scheduled visits.

Please call us at 858-279-6553 PST to discuss what VetMgrCentral can do for you!