A Kinder, Gentler CampaignReading Time: 2 minutes
Over the past few months, we have seen an increase in negative behavior displayed by some pet owners at veterinary clinics. This has included a lack of support for curbside service, impatience, and sometimes just being flat out rude to the point of teams feeling threatened – in person and/or online. Our frontline client service staff members are not, nor should they be, required to accept such abuse.
In response, for our client VSEC, a 24/7 ER and specialty animal hospital in Thousand Oaks, CA, we created a marketing initiative called the BE KIND campaign to help support kinder interactions.
A few simple tools were put in place to help set behavior expectations of clients. Here is what we implemented:
- Upon arrival, a pet owner received the necessary paperwork to complete, a bottle of water, a KIND protein bar, and a small, nicely designed handout (below) that asks them to please be patient, understanding, kind, and safe as the team is doing their best to accommodate.
- Upon discharge, in addition to the appropriate summary paperwork, a pet owner receives a flyer that reinforces the practice’s appreciation for their business, how hard the team is working, their thoughts about not reopening the doors (yet), and the importance of the health and safety of everyone.
- Our BE KIND campaign continues on their social media channels as well.
These are simple, inexpensive, and effective tools that set expectations, show appreciation and clearly communicate the clinic’s priorities.
As always, if you need assistance with any communication initiatives, please do not hesitate to reach out to BluePrints marketing team at 949.756.8071.