Beyond the Waiting Room: Designing the Client Journey with Dr. Becki Maher

Episode Synopsis:

What does it really take to turn a pet owner into a loyal advocate for your clinic? In this insightful episode, pack member Naomi, sits down with the brilliant Dr. Beck Maher; veterinary surgeon, behavioural psychology enthusiast, and founder of Inside Minds, to explore the entire client experience. From the moment someone first Googles your clinic to long after their pet’s first nail clip.

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Together, they dive into the invisible moments that matter most—how emotion, expectation, and communication shape a pet parent’s perception of care. From designing smoother digital touch points to reimagining front desk dynamics, this episode will inspire you to look at your practice with fresh eyes.

Whether you're a practice owner, nurse, receptionist, or vet, you'll walk away with actionable strategies to build trust, reduce friction, and create client journeys that feel personal—not transactional.

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Key Takeaways:

How behavioural psychology influences client decisions

Why your “waiting room” begins online

Simple shifts that make big impressions

The power of post-visit follow-ups in building loyalty

Real-world examples of clinics doing it right

📲 Tune in now and start seeing your client journey not as a series of tasks—but as an opportunity to connect, care, and grow.

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