ABSTRACT: The systems and processes at many practices are not designed or operated to put clients’ needs first. Effective time management can easily come across as rude and impersonal service; clinical procedure and medical terminology can sound alienating at best, downright frightening at worst. With emotional insights from a real case, we analyse each stage of the owners’ personal journey. The experience looks and feels very different from the clients’ perspective – practice staff must ensure that every aspect of their service is completely customer-centric. We must always do what is right for the client, not what is best for the practice.


Alison Lambert BVSc MMRS MRCVS

Alison is a well-known and thought-provoking speaker. Following qualification as a veterinary surgeon from Liverpool University, she worked in small animal practice for several years prior to leaving to pursue a business career, first with Hill’s Pet Nutrition and then MARS. Alison is a visiting lecturer at Nottingham University vet school, covering customer understanding, and she sits on the Royal College of Veterinary Surgeons Communications Committee. 

As founder and managing director of Onswitch. she – and her team –   are constantly provoking new thoughts and ideas for the animal care professions.

Keywords: Feature, Practice, Customer

To cite this article: Veterinary Nursing Journal • VOL 28 (01) • January 2013 • pp24-25

To gain access to this article, select one of the links below:

I am a BVNA member

I am accessing through my Institute

I am paying to gain access to this article