Case study Montclair Veterinary Hospital

Located in the Oakland hills, Montclair Veterinary Hospital has served its satisfied customers and patients for over 30 years. A few years ago, the founder retired and sold the business to a young doctor of veterinary medicine who has modernized and grown the practice considerably.

An overwhelmed support staff

The rising cost of healthcare that strains hospitals and clinics also affects veterinary medicine. Rather than simply raise prices and pass these costs on to the customers, the hospital sought to increase the number of visits it could accept. While this strategy of increased business worked, it also created a problem – the front office staff felt overwhelmed. Customers filled the waiting room; their pets often nervous and noisy created an environment of impatience and stress. Frustrated customers and staff turnover threatened to undermine the progress being made.

Focused training

Sales Growth Partners was selected to study the situation and provide a solution. Based on interviews, observation and discussions with the staff and owners, a training plan was developed. The multi-part training program was custom designed for and delivered to the front counter and office management staff. Different from a customer service course, this training provided tools for handling the flow of customers more efficiently, while still maintaining personal contact.

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