Striking the right balance between calm and urgency in your practice

In a veterinary practice, the telephone is often the first point of contact for concerned pet owners. A dog that has been hit by a car requires a completely different and more urgent response than an enquiry about preventative tick medication. When everything comes through the same line, waiting times increase and anxiety grows among both the caller and your staff. A smart and professionally recorded menu system acts as the perfect initial triage. It immediately removes emergencies from the queue and connects them directly to the vet on duty, whilst routine enquiries are neatly directed to the reception desk or a veterinary assistant.

In addition, many clients ring outside normal opening hours. Even then, you want to convey a sense of professionalism and care. A warm and clear out-of-office message tells the owner exactly when the practice will be available again and which number they can call in an emergency to reach the weekend on-call service. With the right voice-over artist, you can immediately create an atmosphere of trust and expertise, even before you or your colleague has answered the phone. This reduces stress for both the animal and the owner, and brings structure to your team’s working day.