Owning Your Client Journey Life Cycle: A Panel Led by Dr. Becki Maher

Moderator

This PetsApp Together session in partnership with SPVS will be led by Dr Becki Maher – Behaviour-science specialist & Vet

Panelists

Dr Vanessa Waite – Owner & Head Vet, The Vet Station

Dr Thom Jenkins – Co-founder & CEO, PetsApp

Justin Phillips – Founder, Practice Made Purrfect

Why You’ll Want to Watch

Pet owners judge their experience long before—and long after—the consult itself. From the moment they Google your clinic to the follow-up text after a tough diagnosis, every step is a chance to delight or disappoint. In this fast-paced webinar, our expert panel will unpack both the high-tech touch points (wellness plans, smart reminders, tap-to-book widgets, real-time chat) and the high-touch nuances (greeting tone, lobby scent, empathetic language) that turn a one-off visit into lifelong loyalty.

5 Educational Take-Aways

Map the Silent Moments: Learn a simple framework to visualise every micro-interaction in the “customer corridor” so you can spot—and fix—friction you hadn't realised existed.

Tech That Feels Like TLC

See real clinic data on how wellness plans, automated reminders, 24/7 booking, and secure chat reduce no-shows, boost compliance, and free up your team’s time for deeper care.

Deploy Emotional Intelligence on Arrival

Understand how tiny sensory cues—smell, lighting, the way you say a pet’s name—prime the limbic brain and can soothe anxiety even before the consult begins.

Reframing Difficult Conversations

Discover scripting and plan-based pricing tactics that let you discuss chronic pain, obesity, or even end-of-life decisions without clients fixating on cost.

Measure What Matters

Walk away with the key KPIs and step-by-step tips for continuous improvement you can implement the very next day.

__VIEW HERE:https://www.youtube.com/watch?v=C2VMFUxfX9M&t=234s

BOOK YOUR FREE DEMO HERE:__ Petsapp.com/demo

Who Should Watch?

Veterinary owners, Practice Managers & Owners, Nurses & Techs and anyone tasked with client experience/engagement or revenue growth.

Book a discovery call with our William@petsapp.com to findout how PetsApp can help you take back ownership of your client journey.