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Our Goulburn Valley Services
Great customer service is key to growth When you enter GV Vets reception area, it is comforting to see a nurse working behind the counter while a small dachshund puppy, there for a procedure, sits relaxed on her lap.
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uch a sight is not a rare occurrence. The staff at GV Vets are not simply ‘doing their job’, they are doing what they love. The care and compassion they show towards both pets and their owners is genuine. It is one thing to provide good customer service at reception to soothe the nerves of a pet owner concerned about the expense or risk of surgery. There is also the Providing good PROVIDING GREAT SERVICE FOR OUR FURRY FRIENDS… From left (back), GV Vets general manager, customer care provided to relieve Jeremy Lee, office manager, Sharon Washington, veterinary nurse, Felicity Woods, veterinary nurse, Jacqui customer service, good the stress felt by the patient. Both Webster and veterinarian, Dr Emily Horneman. (Front), receptionist, Julie Bonanno, receptionist, Melissa are essential when offering a high Dorsett, veterinary nurse, Taylor Parker, veterinary nurse, Katherine Byrne, veterinarian, Dr Courtney value, good education McGrath, veterinarian, Dr Frances Jenner and veterinarian, Dr Brett Davis. Photo: Sharelle Jarvis. quality professional service. and good communication Partner and veterinarian, is why our business Dr Frances Jenner explains, as digital x-rays and in-clinic over the last 18 months as we try to cater for those is doing so well,” “Providing good customer service, laboratory testing. Having who for one reason or another may find it challenging good value, good education immediate access to such to come into the clinic,” Dr Jenner explains. Dr Frances Jenner and good communication is why resources means discussions with GV Vets also looks internally, striving to be an our business is doing so well.” the client regarding potential issues employer of choice, offering flexible working In 2018, the practice received the with their pet can occur swiftly. arrangements, study leave and professional Greater Shepparton Business Centre award By providing a 24-hour emergency development courses, in addition to cute dachshund for Best New Business Under 2 Years based on the service for both pets and farm animals, GV Vets puppies. Dr Jenner states, “One of our core overwhelming number of nominations from the public. offers additional comfort to owners. Home visits are philosophies is to look after our staff, so they Effective communication with clients is critical another means by which GV Vets can support clients. can look after our patients and their owners.” and can be enhanced with modern technology such “The number of home visits have grown significantly
August/September 2019 - Our Goulburn Valley Building a prosperous region together - The Shepparton Adviser