Gift cards make re-draws a treat

When results from an outside lab or in-clinic equipment show errors with blood samples, clients must bring their pets back in for a re-draw. This is a major hassle and inconvenience, especially for clients whose pets prefer to avoid the veterinarian, says Jacqueline Yeary, office manager at Companion Animal Clinic in Tecumseh, Mich.

"To lessen the blow to our clients, we explain what may have happened to the sample," Yeary says, "then surprise them with a gift card to a local pizza place (purchased using our equipment-company's reward points) and say, 'Have dinner on us.'" While errors aren't common, Yeary says that when they do happen, the clinic doesn't want to appear inadequate in clients' eyes. "By educating pet owners about sample errors and showing that we understand, the clients actually become more bonded with us rather than being frustrated," she says.