The Challenge – Clients become frustrated and pets become increasingly distressed the longer that they have to wait for their appointment. If in the rare case clients had to wait for a long time, White Cross Vets wanted a way to make up for any extra waiting time caused.

The Solution – The ‘no wait guarantee’ campaign was created; the campaign includes the offer that if a client has to wait more than 20 minutes for their appointment – without notice of there being a delay –their next appointment or vaccination is given for free. This ensures that vets will be motivated to make sure pets are seen to as quickly as they can and also ensures if clients have had to wait they feel satisfied with the outcome and will return.