Page 31 - Client Coordinator

3011 – Drop-Off, Non-Express TA Calls

Results Statement: To offer convenient client service and better patient care by calling clients
dropping off pets due for vet services and NOT already booked with express
TA’s.

Primary Responsible Position: Client Coordinator

Participation Positions: Lead Receptionist, Receptionists

Why: Clients that are dropping off for boarding or grooming that are ALSO due for vet
services will have a delayed check-in process. Clients will avoid these delays if
they are:

1. Booked with an express TA check-in appointment - or -
2. have been called by us and well-informed prior to their arrival. This allows
them to make informed decisions for their pets in a less rushed manner.

In addition, pets with owners that have used one of the above options get
better care! They are not rushed and make better decisions for their pets.

What: The client coordinator calls ALL clients dropping off for boarding or grooming in
the next too days in advance that are:

1. Also due for any vet services (within the next two months) – AND –
2. Not already booked for check-in with an express TA

When: DAILY for those clients above that are booked over the next two days.

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