Rawesome Vets · Internal Staff Protocol
Reception — General Notes
Nursing Team
Reception
Version 1.0 · May 2026 · Booking, customer service & value over the phone
Why this matters
Nurses are the front-facing staff of the practice. Good customer service is the key to converting enquiries into bookings.
What "good customer service" looks like
People pay for value — if there's enough value, they won't mind the price. When someone asks the price of something, it really helps if you explain what's included in the price — that's what they're paying for.
A little bit of extra info or help goes a long way.
The basics
- Always wear a smile — even over the phone. People can hear it.
- Always offer help. When someone asks to come in at 9am and you don't have a slot, offer what we do have:
"I have a 9:30 or a 10:30 if that works for you."
Give them two options. Much more likely to land a booking than asking "when would you like to come in?"
A few more worth adding (for newer staff)
- Never just say "no." Replace it with what you can do.
"We can't do that today, but I can…"
- Use the pet's name. "How's Bella doing?" lands warmer than "the dog."
- If you don't know, say so — and find out.
"Let me check with the vet and call you straight back."
Never guess on clinical or pricing questions. Then actually call back.
- Take ownership of the call. Get name + number early, so if you're cut off you can ring back.
- Always close the loop. End with the next step confirmed.
"So that's Bella, Thursday 2pm — see you then."
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