“The telephone challenge has had the huge impact on our practice I was hoping for. I hadn’t realised where we were doing well, and what not so well, till we heard the actual calls – it really prompted the partners to act! I would say that taking the telephone challenge is essential for every practice, you do not know till you hear for yourself!”

"I've been totally sceptical of all the mamby pamby management speak stuff for years, relying on common sense & judicious use of carrot & stick to try and get the customer care right. But time pressures meant that it slipped down our priority list. The mystery shopper calls convinced me that improvements could be made. The team at Onswitch organised a training day and we are now working together to ensure we provide the sort of care I aspire to and I know the team can deliver - but releasing me to do the clinical work I love."

‘We realised that we couldn’t expect to just second guess what our clients really wanted, and we knew that if we asked them ourselves the feedback might not be as honest and forthright as we wanted! So we worked with Rebecca Davies at Onswitch, and she certainly got to the bottom of what we needed to do.’
As Ruth says: ‘Thanks to Onswitch’s insight, consultation numbers are up, our profitability is improving further, and we are now developing a comprehensive practice marketing campaign – I can’t recommend Onswitch enough’.

Firstly a big Thank You to you and Alison for an excellent day’s training. The training was first class. We were delighted at our staff’s enthusiasm for it - once they got over any initial nerves. More importantly, we have been impressed with the general performance of the staff as a whole since then.

‘We spoke to Alison and Heather about our objectives, and they set up our first ever Strategy Day. With the whole team together in one place, and armed with staff and client feedback, we were able to distil out our core practice philosophy for the first time. Heather guided us through developing a set of Feldon brand promises, drew up a scorecard for business management and showed us how to formulate a challenging, yet achievable, three year plan.

As a result we now have a real team vision and an understanding of the role each of us plays in the success of the practice. It has been a very successful exercise, and one which will be instrumental in our future practice development.’

‘Our practice had already been Mystery Shopped, and the feedback showed us that we could improve our telephone skills further. I’m a firm believer that if you’re going to do something, you do it right, and for me, the benefits of using Onswitch were clear.’
‘Not only do they have credibility across both small animal and equine business, but they also gave us access to the expertise of their whole team: Heather handled all the daily contact, Les and Jenny brought the audio visual wizardry needed for the training days, whilst Carol made everything happen at the right time in the right place.’

‘Alison and the team looked at development needs identified in a previous customer survey, then conducted in-depth interviews with randomly selected clients regarding their recent customer experience.
Onswitch have also developed an online customer satisfaction questionnaire and a postal response card that they will administer for us. This means that every month we are on top of any issues or trends that may need attention, keeping our clients happy and our staff motivated.’

‘Being predominantly a referral practice, our main communications needed to be with other vets, but we also wanted to hold an open day for local pet owners. Pete, Heather and the Onswitch team not only redesigned and launched our website but organised an open day for our colleagues and designed and implemented an associated mailing. We have been able to adapt the material for the client open day, which will reinforce our new branding. We have had excellent feedback and a significant increase in traffic, and Onswitch took care of the marketing and project management, we could carry on doing what we do best – be vets.’

‘Alison and the Onswitch team have really made my vision for the practice come alive. They managed the whole branding and communication campaign – from developing the name and logo, to organising the website and client literature, and overseeing the successful launch BBQ’

‘Onswitch have really helped us to focus on client care and marketing at a time when this is more important than ever to veterinary practices. Onswitch have a structured, but flexible, approach which is great both for a pro-active team approach as well as for problem-solving.’