Through the Eyes of the Pet

October 23, 2017

October Focus: Client Experience- More than the Services

Part four – the visit through the eyes of the pet

You can forget the owner’s name and yet you will still be seen as a fantastic veterinary professional if you can call the PET by the right name, recite something cute that it did from the last visit and provide an excellent encounter for the animal!

For this last week of October, have you taken our challenge and stepped away from the back room, walked around from the desk and really experienced your hospital from the view of the CLIENT?

Now, look at it through the eyes of the pet. Have you ever viewed your hospital from the level of the Yorkie or the Siamese?

Our clients love their pets and so do we. Going that extra step (literally and figuratively) to help clients and their pets feel welcomed, supported and understood, will make the difference between ordinary service and an extraordinary experience.

Let’s view your facility through the eyes of the animal. While we can’t specifically understand everything the critter is experiencing, we can generally evaluate how the clients are reacting to our treatment of their pets.

My name is Buddy the Bichon and my back leg had been bothering me. Rudy the Rottweiler, a neighbor, also had the same problem and I was nervous as he had a terrible experience at the veterinary hospital. As you will see from my abbreviated version, I had nothing to worry about during my visit.


As my human brought me to the building’s entrance, I didn’t stop at the doorway as I didn’t smell any calling cards. As I entered, I noticed a couple other critters, but they were on the other side of the quiet and odorless room.

The friendly human behind the desk gave a warm welcome to my human and called me by name!

Another human came over, knelt down next to me, and gently placed me on some contraption (scale) while talking soothingly.


I was taken into another room without going past the animals in the first room. This was helpful as I was a bit anxious about the experience. It didn’t take long until another person entered the room and introduced himself to me. I could smell a few other critters on his coat, but it wasn’t bad. Their voices were calm and soothing and I didn’t notice any stress as they examined me and spoke with my human.


The people gave reassuring words to my human, then gently guided me into a back room.

I immediately perceived different smells, lights, sounds and people hustling about. When I started displaying some uncomfortable body language, I was immediately calmed by a human who obviously knew “dog talk.” Then I got very sleepy.


When I woke, my leg was in a bandage. Rudy had warned me about this, and that his human had been given a towel around his belly to help him walk, which really didn’t work well at all. However, I was pleasantly surprised, and my human was very excited, to be given a GingerLead* harness. It was very comfortable, easy to use and I could even pee with it on.

What a difference in client perception of service – a cumbersome towel vs a convenient GingerLead®!

I was glad when I didn’t have to stand at the counter to check out as I really wanted to go home.

The small things that the people did really helped my human feel comfortable, which in turn made me feel good about the experience.


Have you ever walked through your hospital and truly wondered about the pet’s perspective? While we can never know for sure, we do know that animals have amazing senses. In addition, when a team provides an amazing experience for pets, this will also positively affect clients and their expectations.

We challenge you to objectively critique how your current scenario is being handled, what your facility looks and smells like and consider the entire process from your client’s pet’s point of view.  After all, many hospitals offer competent medical services. By offering an extraordinary experience, your hospital can differentiate and excel.

Yours in Client Experience,

Rebecca Rose, CVT


*GingerLead harnesses are just one example of going that extra step for a client. This example is pertinent because the people who started the company had a bad experience after a TPO surgery. Read their story at and see how small things can make a big difference.