25th September 2024

An Interview with Juliette, Practice Manager at Crown Veterinary Clinic

We met with Juliette, practice manager at Crown Veterinary Clinic, to find out about her experience working with Premier Vet Alliance (PVA).

We wanted to know all about the services PVA provides to Crown Veterinary Clinic and what they mean to the practice and their clients. Firstly, we were curious about what they value from working with PVA.

Premier Vet Alliance and Crown Veterinary Clinic

What do you like about working with PVA?

“We ran our own plan for some years, but the administration became too much, so we looked for a partner that could help with management, support and advice on how to promote our plans to clients. Our PVA coach was also able to advise on what price our plans should be and what to include; I’m not an expert so that was invaluable. It’s great to have professional back-up.”

Why did you choose to provide a home delivery service to all plan clients?

“Post2Pet home delivery is a huge bonus (for us), which we introduced when we started working with PVA. Our coach advised us why we should adopt it and, although it felt like a bit of a gamble, we really like it. We also thought it would be good for our clients, especially young people who don’t want to come in without their pet and, actually, we don’t want people visiting without their pets! A client without a pet is of no value and just takes up valuable time. We used to believe that footfall was paramount, but I researched it, and most things are delivered now, so delivery of treatments makes sense. It has helped bond our clients and we were keen to reduce stock levels. Other vets have cheaper plans, but we wanted to provide a quality service and that includes home delivery.”

What do your clients think about home delivery?

“They seem to love it and it’s a massive selling point. New sign-ups are much easier, as, once we tell them what they get, and the savings involved and then tell them products are delivered to their door they are much more keen to join.”

What differences do you think providing Post2Pet home delivery has made to your business?

“It’s reduced stock, which is a real bonus with our lack of space. It’s also saves us a lot of time by stopping clients coming in unannounced for products, as this used to affect consults flow and productivity, as we’re a very small team. We also have really low cancellations.”

Are you happy with the service you receive from your coach?

“Very happy. Our coach is so helpful and lovely and supported me hugely in the early days. They are very knowledgeable and teach us how to price and promote plans.”

And finally, the big question… Would you recommend PVA to other practices? If so, why?

“Yes, I have already! I think, although we haven’t used other providers, we looked at other companies, but PVA was truly independent and that’s really important to us. We also wanted ongoing training and support.”

We used to believe that footfall was paramount, but I researched it, and most things are delivered now, so delivery of treatments makes sense.
Juliette – Crown Veterinary Clinic

Our thanks go to Juliette, for taking the time out of her hectic schedule to give feedback on her experiences with PVA. It’s always great to hear from satisfied customers who are getting excellent value from our services and enjoying the expertise of our coaches.

If you’d like some advice on how to set up new plans or would like some ideas for refreshing your existing plans, just click the button below and one of our experts will be in touch. Whether you work with PVA or not, we’re very happy to help.