I go to a dentist, chiropractor, and doctor. Guess how many of them send me postcard reminders for my routine care? You guessed it: Zero. Zilch. The big Goose Egg. Nada. None. Your practice has likely relied heavily on the use of postcard reminders over the years, but how effective are they? Perhaps not surprisingly, evidence shows that

We think you'll love this great post written by Sujan Patel! More than 50% of the world’s population is under the age of 30. That makes Millennials the biggest generation currently walking (and spending on) the planet. In terms of buying power, they’re still just behind Boomers, but that’s set to change. And soon. It’s estimated that next year U.S. Millennials

Mark Opperman is right when he says, “It’s what’s up front that counts.” To me, this means that your front desk team members need to be completely focused on client service at all times. This is especially true for those clients who are physically in your facility, as they rightly expect to be a focus of your attention.

One of the most interesting things I learned in business school was that consumer communication preferences are changing very fast. This can be intimidating for veterinarians who, to put it charitably, don’t have a history of being early adopters. The fact that the average veterinary clinic is a good ten years behind the times with respect to consumer technology isn’t

It’s easy to view your existing client base as a measure of your veterinary clinic’s success - clearly you’re doing something right if these people have chosen to entrust you with their pets’ lives! Unfortunately, that frame of mind can also lead to complacency, which breeds the sort of bad service that can drive away clients permanently after

According to client experience guru, Bruce Temkin, 2016 is the “Year of Emotion” - the year when businesses will awaken to the power of emotions in shaping their customer experiences. Emotion is not only the component of the client experience that has the largest impact on loyalty, but it is also an area where veterinarians tend to struggle and

Loyalty is a powerful connection that runs hand-in-hand with emotion. Ask yourself, to whom are you most loyal?? The first people that may come to mind are your friends and family. They may not always be perfect, but you remain loyal because of that bond. But what about businesses? To have a shot at establishing client loyalty you

You know your clients love you, your clinic is a community staple, but business is flat and your appointments are slowly decreasing. This is an all too common statement veterinary professionals are making across the U.S., and increasingly we are turning to client surveys to try and diagnose the problem Surveys, however, don’t tell the whole story. Jan

The Digital Age is upon us. There’s no denying that the introduction of tablets and smartphones into our lives has made us more contactable than ever, and consumers are now expecting more from their service providers, veterinary clinics are no exception. I know we are busy and keeping up with the modern day customer isn't easy, but there are definitely steps

All vets want their clients to be happy, their patients healthy, and their business thriving. But at times, it can seem like meeting these goals is always just out of reach - you can succeed at two, but the third evades. One way to approach this problem is not by considering each goal in isolation, but to combine