Veterinary Client Journey Overhaul
Service: |
3-Day Strategy Lab |
Challenge: |
A veterinary clinic wanted to deliver a better customer experience for pet owners who had just lost their pets. |
Solution: |
Formally writing SOPs for what should happen in the office and in their electronic records system when a pet has passed. Created on-brand forms to help owners navigate service options, FAQ sheets to assist employees through the notification process, designed thoughtful new packaging for cremains and implemented a follow-up system for check-in calls and sympathy flower delivery. |
Outcome: |
Team members reported significantly less stress and confusion in pet owners AND themselves in processing and decision-making after the loss of a patient. Owners gave feedback that the program made them feel seen, valued and supported in ways they never expected from the medical system, with 83% of them returning with a new pet when they were ready. |
Meet with our team about what you we can do for you during your own Strategy Lab experience.