What clients want

What clients want

Learn the secrets to keeping pet owners happy.
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Aug 01, 2008
By dvm360.com staff


Client complaints
Keeping clients satisfied is one of your top 10 concerns in practice, according to the March 2008 Firstline Reader Assessment survey. And it's easy to see why. After all, happy clients make for a more successful practice. Unfortunately, you don't control all of the reasons clients aren't happy (see Figure 1).

So let's take a look at factors you do control. Clients most commonly grumble their veterinary team's care is too expensive, according to the AVMA Public Perceptions Survey. Even clients who consistently elect the best veterinary care available acknowledge the expense, says Jim Kramer, DVM, CVPM, a partner at Columbus Animal Hospital in Columbus, Neb. "While our clients value the service and care our team provides, they still feel the pinch," he says. "And since they're spending what they perceive to be a lot of money, they expect a lot in return. Your clients must see the value in the care you give. Make it easy for them by adding value, by taking responsibility for outcomes, and by communicating your contributions in the care both they and their animals receive. Ensure clients see real value in visiting your practice by making sure the value is really there," Dr. Kramer says.

Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patient's lives (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.