Lessons Veterinary Practices Can Learn from Other Industries

Veterinary practices face a unique juggling act – balancing clinical care, client expectations, and the pressures of running a busy business. But when it comes to operational efficiency, client experience, and team workflow, there’s no need to reinvent the wheel. Looking outside our industry can provide practical, proven strategies to tackle common challenges.

Here’s what veterinary practices can learn from other industries – and how to make it work in practice.

Queue Management: Lessons from Airlines

Airlines excel at moving large groups efficiently, even under pressure. Digital check-ins, real-time updates, and triage-style boarding help passengers feel informed and reduce frustration.

In veterinary practice, unpredictability is the norm – emergencies crop up, consults run over, and surgeries get delayed. But the principle holds: clients are calmer when they know what’s happening.

Practical adaptations:

• Use a digital check-in system or mobile app so clients can provide history, update information, or confirm arrival before they enter.
• Display live updates on wait times or consult room status in the waiting area.
• Implement a triage system so urgent cases are flagged quickly without disrupting the rest of the schedule.

Outcome: Smoother client flow, less front desk stress, and more predictable clinical time for your team.

Client Experience: Inspiration from Hospitality

Hotels and restaurants focus on creating a welcoming, stress-free environment. Small details – personal greetings, clear communication, comfortable spaces shape the client experience.

In veterinary practices, first impressions matter. Clients are often anxious, and pets pick up on that stress. A small gesture can make a huge difference.

Practical adaptations:

• Train receptionists and nurses in empathetic, proactive communication.
• Design waiting areas to feel less like a holding room and more like a calm space.
• Offer simple comforts: pet treats, water stations, or a calming atmosphere.

Outcome: Reduced client anxiety, happier pets, and a calmer team environment.

Communication & Engagement: Borrowing from Retail

Retail excels at staying top-of-mind with customers through loyalty programs, targeted communication, and education. Veterinary practices can borrow these principles to boost compliance and client retention.

Practical adaptations:

• Implement automated reminders for vaccinations, parasite treatments, or check-ups.
• Use newsletters or social channels to provide educational content tied to practice services.
• Reward clients who participate in preventive care or health plans – it encourages engagement and loyalty.

Outcome: Clients are informed, more likely to comply with recommendations, and engaged long-term.

Bringing It All Together

The takeaway? You don’t have to copy airlines, hotels, or retail wholesale – you need to adapt their principles to the realities of veterinary practice.

• Flow & structure: Keep client traffic predictable without sacrificing urgent care.
• Experience & empathy: Treat each client and pet as a valued guest, even in a busy morning.
• Communication & engagement: Stay helpful, relevant, and proactive beyond the consult.

By learning from industries that excel in efficiency, experience, and engagement, practices can improve client satisfaction, reduce stress for staff, and free up time to focus on what matters most: delivering excellent care.

Take Action This Week:

1. Identify one friction point in client flow and implement a small digital or procedural fix.
2. Pick one “welcoming touch” for your waiting room or reception team.
3. Review your client communication strategy – are reminders and educational touchpoints consistent?