Dr Antonia Trollope of Eclipse Park Veterinary Surgery in Highfields chats about their communityoriented centre.
WHAT DO YOU THINK MAKES STELLAR SERVICE?
It’s about delivering more. It’s a few steps beyond customer satisfaction. It’s about sticking to values and ensuring your clients and their pets are receiving the best possible service we can offer. Not just meeting their needs but also trying to provide that little bit more. Really, it is just about building relationships while also being helpful and understanding.
HOW LONG HAVE YOU BEEN IN THE INDUSTRY?
A long time. I graduated in 1989 from St Lucia campus, Brisbane. I worked in both city (Sydney) and rural (Biloela) practices before travelling overseas in late 1992. After working in the UK for 18 months I returned to Australia in 1994 before finally moving to Toowoomba in 1995. I had a dream to own my own practice one day and in late 1999 this dream was realised with the opening of Eclipse Park Vet Surgery.
ARE YOU A DARLING DOWNS OR HIGHFIELDS LOCAL?
I have lived in Cabarlah since 1997, so I’m not sure if 20 years counts as a local – but I like to think it does! My early childhood was spent growing up in PNG and then later in the Gold Coast hinterland where my parents owned a rhubarb and avocado farm.
HOW OLD IS THE BUSINESS?
We opened our doors on October 20, 1999. At that stage we were one vet and one nurse and also a mixed practice attending to some large animal calls as well. Now we are 100% small animal practice.
WHAT DO YOU PRIDE YOURSELF ON?
Our values, having a great team, great clients and great patients. Our values are placed on the walls around the surgery to remind us of why we do what we do. We aim to ensure our clients and their pets are happy with their choices so we can nurture a relationship that hopefully lasts for years. We are very open to feedback and encourage our clients to let us know if they are not happy with something. It gives us a chance to recognise our shortfalls and make any necessary changes.
WHAT’S IN THE FUTURE FOR YOUR BUSINESS?
We are currently focusing on wellness plans. Wellness plans have been around for a few years now and we know it is the best way to maintain a comprehensive health program for cats and dogs. Pets benefit because they get what they need, when they need it. This is critical in Highfields and surrounds as geographically we are in one of the worst areas in Australia for paralysis ticks. Clients benefit as it is convenient, cost saving and removes the stress of trying to remember due dates. We do all the thinking for them. There will also be more renovations and new technologies as we move into the future but we want to always retain our family atmosphere so our patients are happy to visit, along with their ‘humans’.