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A Personal Touch: The Key to Client Retention

By November 5, 2019 November 7th, 2019 No Comments

You might think that repeat business for your veterinary practice is driven by advertising and incentives, such as special offers or loyalty programs. While these certainly have a role to play, the real key to client retention is far more personal. Beyond providing high quality veterinary care, what really keeps pet parents coming back is the empathy shown by staff. Here are some steps you can take to ensure positive and personalized interactions between staff, pets, and clients.

Get to Know Your Clients and Their Pets

Each client wants to be seen and appreciated as a unique person, and they want the same for their pet. Meeting both the medical needs of your animal patients AND the emotional needs of your human clients can seem like a daunting challenge, but Next In Line is here to help. Next In Line’s platform can be tailored to capture the information you need from clients, so you’ll start getting to know them before they walk in the door! Even walk-in clinics will be able to collect client information and send automated updates on wait times. Give clients a friendly welcome by training staff to warmly greet every client and pet by name.

Let Your Staff Shine

Pet parents are hesitant to trust their beloved critter with complete strangers, so make it easy for clients to get to know you better. Showcase the hardworking animal lovers that make your veterinary practice possible – put a team page on your clinic’s website with likeable profiles and fun personal anecdotes. Highlight group training activities or special events by posting group photos on the clinic website, or displaying them in your clinic’s reception area. You can also create a veterinary blog to share clinic news and funny or heart-warming stories. Don’t forget to include staff pets! Clients will find it easy to relate to fellow pet parents.

Stay Connected

Today connections mostly happen in the digital world, but that doesn’t mean it has to feel impersonal. One way to personalize interactions is by anticipating the needs of today’s busy pet parents. More and more clients expect online booking for vet appointments – Next In Line makes it simple to give clients 24/7 access to appointment booking, and seamlessly integrates with your practice management software. An array of appointment reminder options, including text messages and email, lets you reach clients on their terms.

Count on Customer Service

There’s simply no substitute for outstanding customer service! Taking a sick and injured pet to the vet can be a stressful experience, so it’s important to be sensitive to what your client is going through. Take the time to listen when your client expresses frustration or worry over their pet’s condition or financial concerns. A sympathetic ear may be enough to diffuse strained emotions in an upsetting situation. Clients who leave your clinic content will most likely spread the word to their friends and family – no advertisement can compete with solid referrals.

Your clinic has the opportunity to be a consistent and positive presence in the hectic lives of your clients, which will do wonders for the long term health of your client’s pets, and the long term success of your veterinary practice.