Who’s Meeting Your Drug Reps? (And Why It Should Be the Receptionist)

When the drug rep walks through the door, who do they ask for? Usually, it’s the veterinarian or a technician, but what if I told you your receptionist should be part of that conversation too?

Here’s why:

1. Receptionists Are Your First Line of Product Communication

Clients don’t always wait to speak to the vet when they have questions about products. They ask the receptionist:

• “Do you carry this brand?”

• “What flea meds do you recommend?”

• “Can you order this for me?”

A receptionist who’s informed about current product offerings, promotions, and availability can confidently field these questions without guessing or deflecting. And while the vet always has the final say on what gets prescribed or recommended, the front desk team should be equipped to start the conversation and know what’s possible.

2. Drug Rep Meetings Keep Reception Informed and Engaged

When reception staff attend rep meetings (even for just a few minutes), they learn what’s new, what’s being discontinued, and what’s trending. This can help them:

• Avoid promising products that are no longer available

• Know which alternatives are on hand

• Understand how to triage client questions instead of always having to say, “I’ll ask the vet and get back to you.”

It builds confidence, and that translates to better client service.

3. Reception Should Be Part of Your Lunch & Learns

Too often, lunch and learns are reserved for vets and techs. But the receptionist is the one who answers the phone, checks the voicemail, replies to emails, and talks to walk-ins. If they’re not included in product training, you’re leaving a huge gap in your client education pipeline.

When reception understands:

• How a product works

• What sets it apart from competitors

• Which pets it’s suited for

…they become a powerful support system for your practice’s recommendations. Clients trust the whole team, not just the vet.

Bottom line? If your receptionists aren’t being looped in, you’re missing out on an opportunity to create a fully informed, empowered front desk that confidently represents your clinic’s standards of care.

So next time a drug rep visits, or a lunch & learn is booked, ask yourself:

Is my front desk invited?

They should be.