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It takes a lot more work to get a new customer than it does to keep one, making client retention critical to maintaining a healthy practice. Not only do loyal clients spend more over time, they’re willing to spend a little extra each visit if they know they’re getting good service. Keeping patients is a process that starts when a client makes their first call and continues long after their visit.
While it’s easy to forget details when you deal with several animals each day, the one visit the client had a few months ago is still fresh in their minds. When you make records for patients, go beyond standard medical information: anything from small abnormalities that could lead to health problems later to noting specific behaviors that can make an animal hard to deal with. This will make future visits run smoothly, and shows clients that you care.
While your clients don’t benefit from years of studying animal health, you should approach care as a partnership of equals, working with them instead of simply doling out advice and prescriptions. By taking the time to explain to the client what’s going on with their pet and how the treatment works, you’ll let them feel empowered when taking care of their pet while helping them be more proactive about addressing health issues.
What makes a client choose your practice? They may have trouble understanding the care different providers offer, but by creating an image for your clinic, you can help it stand out. From advertising to hosting events, your goal should be emphasizing what makes your practice stand out, whether that means highlighting unique services or the people who make up your staff.
With months between visits, even the best experience at your clinic isn’t enough to keep your practice in the minds of your clients. That’s where we come in. Since 2008, Positive Impressions has been helping veterinary clinics and hospitals build relationships with their clients through customizable products. We can help you keep in touch with clients and keep your clinic’s information in their hands, so you’ll be their first contact when they need help with their pets. Here are just a few ways you can keep the connection going:
Reminder Cards that give clients a physical reminder to come in for appointments and schedule checkups
Prescription and Tote Bags for medicine and other goods so clients can tell at a glance where to get more supplies.
Calendars that keep your business’ contact information at hand throughout the year
Occasion Cards for birthdays, holidays and to express sympathy to show you care about your clients and their pets
Ready to start building a better relationship with your clients? Through the month of November, we’ll send you one free set of occasion cards for every three you order!