Enhancing the Client Experience with Technology

Welcome to today’s episode, where we explore the impact of technology and apps on veterinary practices. While new tools often seem like the perfect solution for modernizing operations, it’s essential to ask whether they truly benefit our clients or are just shiny distractions.

Our guest, Kyle McAllister, a Certified Veterinary Practice Manager from Charleston, South Carolina, has been in the field since 2009 and is known for his willingness to explore new technology. Kyle shares his insights on choosing tech that genuinely improves both client experience and practice efficiency. He emphasizes the importance of thoughtful implementation, measuring success, and communicating with clients to gather valuable feedback.

From automation to two-way texting, Kyle discusses the features he finds most beneficial and offers practical advice on trying and implementing new tools with staff buy-in. If you’re looking to make informed decisions about technology in your practice, this episode is a great place to start.

Show Notes:

[2:07] - Technology should have a dual benefit. They should have solutions for both the client and the practice.

[3:09] - Automation is something that Kyle looks for in new platforms and apps.

[5:28] - When we learn about new technology at conferences and see the demos, we need to ask the questions and think about your demographic.

[7:20] - Be open minded, but go with your gut.

[8:04] - It is easy to fall behind in this industry when we get too comfortable doing things the same way. 

[9:30] - Kyle describes how he presents new technology to the team. Be thoughtful about implementation.

[12:14] - The audience for practice apps is growing, but apps are not the solution for every client.

[15:20] - Kyle discusses ways to measure the success of apps and new technology implementation.

[17:58] -Discuss new implementations with trusted clients to see what they think about a new system or experience. You may be surprised by their feedback.

[20:18] - Set expectations before and after a new implementation. Push through the discomfort period of change.

[22:56] - There are costs to consider with new technology. If you connect it to payroll, you may find the costs lead to more time and efficiency.

[25:09] - For the client experience, Kyle’s favorite technology feature is two way texting.

[27:15] - You can try anything for 90 days. If it isn’t working, you can roll it back. Take the time to get staff buy-in before you begin a trial.

Thank you for listening. Remember you are not in this alone. Visit our website for more resources.

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