In Episode 5 of FlightPlan: Quick Consults, our panel digs into how practice leaders can tell when phone systems are truly falling short versus when it’s just a gut feeling. From call data, staffing patterns, and abandoned calls to client feedback and team stress signals, we explore the real indicators that phones may be working against you.

The conversation also covers how to create better phone experiences through hospitality-focused training, confident (not robotic) scripting, tone and intonation, and giving CSRs the knowledge and freedom to communicate in their own voice. Plus, we discuss virtual CSR options as a way to support understaffed front desks.

If you’re questioning whether your phones are helping or hurting your practice, this episode offers practical insights to help you turn every call into an opportunity.

Panelists:

• Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Debbie Boone, CVPM, co-founder of NAAVR, Consultant at Debbie Boone Consulting
• Amanda Edwards, Practice Manager at Animal Care of Greenville
• Carol Hurst, LVT, CVPM, CVJ, CCFP, Consultant at Encore Veterinary Consulting

Resources mentioned:

• North American Association of Veterinary Receptionists - https://naavr.org/
• In-person CSR Bootcamps led by Carol Hurst - https://www.thenestlearning.com
• Encore Veterinary Consulting's Telephone Learning Center (TLC) Program - https://encorevet.com/client-experience/

Thanks for listening!

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