First and Last impressions – why front of house is essential in a Fear Free Practice
Overview of the talk
Front of house are the “front line” of the Fear Free client and pet experience, managing critical moments before the pet even reaches the consult room. Their role is to ensure that fear, anxiety and stress (FAS) are minimised from the very first point of contact. They advise owners to prepare and start the Fear Free journey at home, manage reception flow to avoid congestion and intervene at the earliest opportunity if a pet or pet parent is showing elevated FAS. They share responsibility for maintaining the “Emotional Record” and set the tone of the visit, where the team’s culture, putting the pet first, is clearly demonstrated building rapport and long-term trust.
Short speaker bio
After a varied career with over 25 years’ experience, I hold the position of Group Clinical Director of Harrison Family Vets, an innovative and industry leading independent company. I am an elite level Certified Fear Free practitioner and passionate about protecting the emotional well-being of pets as they interact with veterinary practices across the UK. A pet-centric approach benefits all stakeholders, especially the pet and my endeavour is to see this become the normal standard of care across our wonderful profession.
James Harris MA VetMB CertSAM MRCVS
Group Clinical Director