Client Experience.
helping practices create magic for clients!
Client Experience is Your Practice’s Super Power!
In veterinary medicine, clinical excellence is only part of the equation. The way your team makes clients feel has a lasting impact on their trust, loyalty, and likelihood to return. That is why client experience is not just a nice-to-have. It is a critical part of practice success.
At Encore Veterinary Consulting, we bring a deep passion and a hands-on understanding of what makes client experience truly exceptional. Our team does not just talk about it. We have lived it. Brenda began her career as a client service representative and knows firsthand the challenges and opportunities at the front desk. Carol has spent her career exploring how thoughtful, consistent communication and team alignment can transform the way clients perceive and engage with a practice.
We believe every touchpoint, from the first phone call to the final checkout, matters. And we are here to help you make every interaction count.
Client Experience Exploration Visit
Your clients see everything — and so do we. Our two-day Client Experience Exploration Visit offers a 360° view of your practice from the client’s perspective, led by a consultant with extensive veterinary and client service expertise.
During this immersive visit, we shadow your Client Service Representative (CSR) team and assess key points of the client journey, including check-in, waiting periods, discharge, and overall communication flow. We observe how your team interacts, how information is shared, and how your culture comes across to clients, both in-person and over the phone. We also perform a marketing evaluation and place 2–3 sample calls to assess phone etiquette, tone, and consistency. At the end of the visit, we meet with your leadership team to share meaningful insights and immediate recommendations.
It’s a chance to highlight what’s working, identify blind spots, and lay the groundwork for a more seamless, connected client experience. Ongoing support is available depending on your consulting package
Telephone Learning Center Program
A pet owner’s first impression of your veterinary hospital often happens before they ever walk through your doors. It usually starts with a phone call. Whether they found you online or were referred by a friend, that initial conversation can make or break their decision to book an appointment.
So here’s the big question: are your client service representatives creating the kind of first impression that builds trust, warmth, and connection?
That is where our Telephone Learning Center (TLC) program comes in. The name is a nod to the care and attention we give your team, while also delivering the tender loving care your phone skills deserve. Regular performance reviews and ongoing training are key to staying competitive, but evaluating phone performance can be challenging without call assessments. This program makes it easy to coach your front desk team to shine over the phone with practical tools, expert assessments, and consistent support.
Because every call matters…and with a little TLC, your team can turn every ring into a lasting relationship.
Basic Package
- 3 recorded call
- Verbatim transcription
- Quantitative scoring, individualized feedback, and coaching tips
- Additional calls can be added at an additional cost
Professional Package
- Enrollment of 3 CSRs, who each receive a recorded call before and after online training
- Verbatim transcription
- Quantitative scoring, individualized feedback, and coaching tips
- Online learning for each enrolled CS
- Additional CSRs can be added for an additional cost