6:40 AM
The Early Morning Emergency
A woman calls — her dog ate an entire bag of dark chocolate last night and is now vomiting. She's terrified. The clinic opens at 8. Dr. Reeves is feeding his own dog.
Without Polaris
Emergency vet voicemail. She drives 40 minutes to the 24-hour emergency clinic. Pays $800 for what would've been a $300 visit at Lakeview.
With Polaris
AI answers, asks about the dog's size, breed, amount of chocolate, and current symptoms. Recognizes this as potentially serious, advises keeping the dog calm, and books an emergency drop-off for 7:45 AM — before regular hours. Sends Dr. Reeves an immediate alert.
EMERGENCY — Bella (chocolate lab, 30kg), ingested ~200g dark chocolate 8hrs ago, vomiting x3. Owner: Jennifer Walsh. Emergency drop-off 7:45 AM. Possible theobromine toxicity.
$300 emergency visit + follow-up bloodwork — booked before doors opened
10:00 AM
The Surgery Block
Dr. Reeves is in surgery — a cat spay. The other vet is in a wellness exam. The receptionist is checking in patients. The phone rings 7 times in an hour — vaccine appointments, a prescription refill, a new puppy owner, a boarding inquiry, food order pickups, and a referral from a breeder.
Without Polaris
5 of 7 go to voicemail. The new puppy owner and breeder referral book at the clinic down the street. That's 2 new patients lost — lifetime value $8,000+.
With Polaris
All 7 handled. 2 vaccine appointments booked. Prescription refill flagged for the vet to authorize. New puppy first-visit booked. Boarding inquiry answered. Food pickup confirmed. Breeder referral given VIP treatment with a next-day appointment.
2 new patients captured (lifetime value $8,000+)
12:20 PM
The Anxious Cat Mom
A woman calls — her senior cat, 16 years old, has stopped eating and is hiding under the bed. She's worried it might be "the time" but doesn't want to go to the ER. She found Lakeview on Google. Dr. Reeves is eating lunch while reviewing lab results.
Without Polaris
Voicemail. She calls another clinic that answers, even though the reviews aren't as good. She just needs someone to talk to.
With Polaris
AI answers with empathy, asks gentle questions about the cat's age, how long since eating, water intake, and litter box activity. Doesn't make medical promises but validates her concern and books a comfort care appointment for this afternoon. Tells her to bring the cat's favorite blanket.
Senior cat concern — Luna (16yr DSH), not eating 2 days, hiding. Owner: Margaret Kim, first-time patient. Possible end-of-life consultation. Comfort care appt today 3 PM. Handle with extra sensitivity.
New patient + sensitive care opportunity — first impression that matters
2:30 PM
The Multi-Pet Family
A family calls — they have 3 dogs and 2 cats and just moved to Whitby from Toronto. They need a new vet for all 5 animals: vaccines, dental cleanings, one dog needs a lump checked. This is a $3,000+/year family. Dr. Reeves is in an exam room.
Without Polaris
Voicemail. They call the next clinic on Google Maps. All 5 patients go somewhere else.
With Polaris
AI welcomes them to the area, collects all 5 pet names, breeds, and ages. Asks about current vaccine status and any immediate concerns — the lump. Books a staggered intake: 2 dogs Monday, 1 dog + 2 cats Wednesday. Sends confirmation via text with what to bring — previous vet records.
New family — The Okonkwos, 5 pets (3 dogs, 2 cats), relocated from Toronto. One dog has a lump on left shoulder (6 months). Intake booked Mon + Wed next week. Previous vet: Bloor West Village Animal Hospital.
5 new patients registered — $3,000+/year family
4:15 PM
The Loyal Client's Senior Dog
Mr. Henderson — a client for 12 years — calls about his 14-year-old lab, Max. Max is having trouble getting up the stairs and seems stiff in the mornings. He wants to know if it's time to talk about pain management or if there's something else they should consider. Dr. Reeves is finishing afternoon appointments.
Without Polaris
Voicemail. Mr. Henderson worries all evening. He Googles "dog arthritis" and reads conflicting advice that makes it worse.
With Polaris
AI recognizes Mr. Henderson and Max as long-time patients. Asks about the stiffness pattern, appetite changes, and activity level. Reassures him that age-related joint stiffness is manageable and Dr. Reeves has several approaches. Books a senior wellness + mobility assessment for Saturday morning.
Loyal client cared for — trust deepened, lifetime relationship continues
9:10 PM
The Hit-by-Car Call
A couple calls — their cat was hit by a car. It's breathing but can't walk. They're panicking and don't know if the emergency vet in Oshawa is even open. Dr. Reeves is watching TV with his family.
Without Polaris
"Thank you for calling Lakeview Animal Hospital. Our hours are 8 AM to 6 PM..." — The couple drives around searching for an open ER. 45 minutes of terror.
With Polaris
AI answers immediately, stays calm, asks about the cat's breathing, consciousness, and any visible injuries. Provides immediate first aid guidance — keep the cat warm, don't move the spine, use a flat surface as a stretcher. Gives them the address and phone number of the nearest 24-hour emergency vet, Durham Emergency Vet Clinic, and confirms they're open. Sends a follow-up text with the address.
After-hours emergency — cat hit by car, conscious but can't walk. Owners: James + Sarah Liu. Directed to Durham Emergency Vet. Follow-up recommended tomorrow AM.
Pet owners guided through a crisis — brand trust built even after hours
"Pet parents call when they're scared, worried, or just need to hear that their best friend will be okay. They need someone to answer."
Polaris makes sure every call is met with warmth and competence — whether it's a puppy's first checkup or a senior pet's last chapter.
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Questions? Call us at (289) 236-4255
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