In a busy veterinary practice, every moment on the phone matters. Yet far too often, when clients call and are placed on hold, they’re met with dead silence or forgettable elevator music. For pet owners already anxious about their animals, that wait can feel frustrating. But what if that wait became an opportunity?
Custom veterinary on-hold messages are a smart way to improve the client experience while subtly marketing your services. Instead of disengaging callers, you can use hold time to build trust, share useful information, and promote high-value services that elevate patient care.
Inform and Educate Clients While They Wait
On-hold messages give your practice the chance to serve up quick pet care tips, inform clients about seasonal services like flea prevention or dental month, or even introduce new offerings like telemedicine. This turns hold time into a valuable educational touchpoint. It also reinforces your practice as a trusted, helpful resource for all things pet health.
Example Script: “Did you know that regular grooming can help detect skin issues early? Our team is happy to provide tips on keeping your pet’s coat healthy and shiny. Ask us about grooming recommendations at your next visit!”
Encourage Preventative Care Compliance
Routine exams, vaccinations, wellness plans, and parasite prevention are essential for long-term patient health. On-hold messages are the perfect place to remind clients of these core services and their importance. By planting the seed during wait time, you increase the likelihood of clients saying yes to routine care during their visit.
Example Script: “Keep your pet protected year-round with routine checkups and vaccinations. Ask about our affordable wellness plans when we return to the line.”
Promote Services That Clients May Overlook
Do you offer dental cleanings, behavior consultations, laser therapy, or puppy classes? Many pet owners don’t realize everything your practice offers. An on-hold message can plant that seed of curiosity. Hearing about these services while they’re already thinking about their pet may inspire them to ask your team about booking.
Example Script: “From dental cleanings to puppy training classes, we offer more than you might expect. Ask us how we can support your pet’s unique health needs today.”
Make Wait Times Feel Shorter
Nobody likes being put on hold—but studies show that engaging audio reduces the perceived wait time. By keeping callers entertained and informed with rotating on-hold messages, you minimize the risk of hang-ups and help ensure they stay on the line to speak with your team.
Example Script: “We appreciate your patience—while you wait, here’s a quick tip: Regular exercise can reduce anxiety in pets. Ask us about activity ideas tailored to your pet’s age and breed.”
Reinforce a Positive Client Experience
Everything from your front desk interactions to your website and yes—even your on-hold messaging—contributes to your brand. A well-produced message with a friendly tone shows that your practice is professional, organized, and considerate of client time. That matters in today’s competitive landscape.
Example Script: “At [Your Practice Name], we’re dedicated to making every visit a great experience—for you and your pet. Thank you for holding. We’ll be with you shortly.”
Tips to Get Started With Effective Veterinary On-Hold Messaging
Crafting the right message isn’t difficult, but it does require a little planning. Here are a few guidelines:
- Keep each message between 30 and 60 seconds
- Focus on clarity, friendly tone, and helpful information
- Rotate topics monthly or quarterly to keep things fresh
- Include a call to action (e.g., “Ask us about our wellness plans at your next visit!”)
- Highlight services tied to your current goals, like promoting online pharmacy use or introducing your new website
Closing: Make Every Moment Count With Smart Communication
On-hold time doesn’t have to be wasted time. By turning those few minutes into an opportunity to inform, educate, and gently promote, veterinary practices can enhance their brand, improve client relationships, and even increase revenue—all without adding to their team’s workload.
Looking for more ways to improve client engagement? LifeLearn helps veterinary practices thrive with tools like WebDVM custom veterinary websites, SEO services, and client communication solutions that save time and boost efficiency.
Want to strengthen your client communications strategy?
Explore how LifeLearn can support your goals with a free consultation today.
