In the 2019 Cat Friendly Practice® survey, there were many requests for tips and training for staff on how to talk with clients about getting their cat to the veterinary office and how Cat Friendly Practices® are providing a different/feline specific experience. So, we hope this article provides you and your team with some helpful tips, templates and tools to use with your clients. This can also be helpful for any new staff who may not know all of this information.
Cat Friendly Practice® Differences – How it Makes Your Cat’s Visit Better
For new clients, let them know that you are a Cat Friendly Practice® and what it means for their cat. You’ve made a commitment to reduce the stress of the veterinary visit for their cat and for them. You can share with them some concrete examples of how your practice embraces cats’ unique natures and needs, such as:
- “We have raised surfaces in our waiting area because we know cats prefer to be on an elevated location and not the floor.”
- “In our waiting area, we have towels you can use to cover your cat’s carrier. The towel provides your cat with a visual barrier that can help them feel safe since they are out of their home environment. Also, the towel dampens the unfamiliar noises of the clinic.”
- “We spray the towels with a synthetic facial pheromone to help cats feel calmer in the unfamiliar clinic environment.”
- “Our staff completed feline-specific instruction where we learned about feline body language. So, we are able to pick up on subtle cues that a cat provides when they are anxious or stressed. When we see your cat becoming anxious, we adjust how we interact so your cat stays calm. For instance, if your cat’s tail starts swishing, we will slow down or change course to give him a break. We are aware that he is starting to worry about what is happening.”
How to Talk to a Client About Bringing Their Cat in for Their Veterinary Appointment
We all know the veterinary visit can be a stressful experience for cats even before they get to our front door! As a Cat Friendly Practice®, we have made changes and enhancements to better serve our cat clients. So, how can we assist our clients and teach them about the best types of carriers and how to bring their cat into our office with as little stress as possible?
Do you ask your clients what type of carrier they have, how they got their cat into the carrier, and how the car ride went? When you send appointment reminders, do you include information on carrier types and tips on carrier training. What kind of information do you provide to new cat caregivers to help make their first visit a great one?
Here are some ideas for your practice to review and see what might work for you.
Reminder Phone Call and/or Email
Timing: Few weeks prior to their appointment.
Since you want to make sure your clients have the carrier out for a few weeks, be sure to contact them early enough to start using these tips.
What to Say: “We’re looking forward to seeing Fiona soon! We have a few helpful tips on the best ways for you to bring Fiona into the office!”
Key Points: Personalize the message!
“The best type of carrier for bringing your cat in for their veterinary visit is a top or front loading one. Please remember to place her carrier in a room where she spends the majority of time. It’s even better to put her bedding or your clothing in the carrier to make it more inviting. You can even place treats (substitute any treat names or toys you know she enjoys) or toys inside. Finally, please remember to place the carrier on the floor behind the front seats in your car to keep your Fiona safe while traveling. You can find more information on www.catfriendly.com/traveling“
ALWAYS remind them to remain calm while they get their cat into the carrier. Cats can sense our anxiety and/or frustrations which can cause them to become fearful or anxious. If you pick-up on signs that the owner is nervous about this process, spend some time talking with them or sharing additional advice on ways to remain calm.
Provide Another Reminder
Timing: On your normal schedule
What to Say: “Reminding you of Fiona’s appointment with Dr. ___ at 2pm tomorrow. We’re looking forward to seeing you both. Here is a gentle reminder of a few tips to get her into her carrier calmly.”
Remind the client:
- Place the carrier in a small room with few hiding places.
- Bring Fiona in and close the door.
- Take a few deep breathes to help you remain calm.
- Move slowly!
- Use treats or toys to walk her into the carrier
ALWAYS make sure your clients are reminded of your waiting area policy i.e. separate waiting area, cat concierge service, using towels, bringing them directly into the examination room, etc.