In order to attract new customers while keeping current clients, a veterinary business must show and prove what it has to offer. The following five tips are ways to show clients that they are valuable to your business and that you want to work to meet their needs.

Tip 1. Hire a clinic team that works with the philosophy of your business.

• A friendly staff that works to show clients that they are welcomed and appreciated will encourage clients to return for repeat business.
• Establish a customer service philosophy that helps staff understand how to work with clients.
• Educate staff on customer service issues and work to improve communication skills.

Tip 2. Ensure the client experience is positive from the moment they walk in the door.

• Know the names of clients and patients.
• Acknowledge them by name as they enter the clinic. This establishes a sense of importance and the feeling that you are ready to focus on their needs.

Tip 3. Simple gestures matter.

• Following sign-in, check with clients who are waiting in the lobby to explain the wait time and see if they need anything.
• Ask if the client has any questions about the items found in the retail area. If a question can’t be answered, try to find someone who knows or offer brochures if needed.
• As clients are getting ready to leave, ask if all of their questions and concerns have been addressed. This establishes a feeling that what they say does matter.

Tip 4. Take the time to educate clients.

• Clients of patients that require more than just a routine examination benefit from staff that help to educate them on treatments, services and the condition of their pet.
• The use of models, pictures and pamphlets provides a method for staff to explain the recommended procedure in detail, and also offers clients a better way to visualize and understand their pet’s condition.

Tip 5. Listen closely.

• Ask clients if they have any questions.
• Ask for their opinions about all aspects of the clinic, services offered, retail products and staff.
• Ask if there are any new services or products that they are interested in seeing offered.
• Offer client surveys to better the services of the clinic and use the results of these services for improvement.
• When negative surveys are submitted, have team members contact the client to see what could be done to resolve the situation.

Showing clients that you appreciate their business is not difficult. The bottom line is to treat them the way you would want to be treated.
For more tips on how to make your practice show value to your clients call your Covetrus Representative today at 855.724.3461.