The psychology of client waiting
Most clients are used to waiting a few minutes to see a veterinarian. But how long will they remain good-natured about waiting beyond their appointment time? The answer is 15 minutes, according to a study of 10,000 human-medicine patients interviewed by the National Research Corp. of Lincoln, Neb. Beyond that, if another 15 minutes passes without an explanation, patients say they would be angry, and some would leave.
Here are some psychological facts about waiting, as well as tips for reducing client anxiety in your veterinary clinic:
If you can stay on time for appointments 90 percent of the time, you'll be ahead of the curve. Becoming an "on-time practice" will reduce stress and anxiety for both your clients and your team members.
Veterinary Economics Editorial Advisory Board member Bob Levoy is the author of 222 Secrets of Hiring, Managing, and Retaining Great Employees in Healthcare Practices (Jones and Bartlett, 2007).