Wendy Hauser, DVM, shares the importance of client relationships with the practice team. She says effective reminder systems and efficient hospital operations aren’t enough. Clients want a practice team who treats them and their pets as individuals and works to create a partnership.
Hauser’s advocacy and guidance could be represented by CVRP instead of VCPR, denoting the priority of engaging people first then patients. With earned respect, a client’s business and retention is earned thereby making them a partner in their pet’s health journey.
Pet owners feel underwhelmed, unimpressed and disregarded when the reply to their question doesn’t acknowledge them as individuals.”
Source: Today’s Veterinary Business, August/September 2023. Link.
Also see: Patch the cracks in your patient base, Today’s Veterinary Business as posted in AHD, April 4, 2023. Link.
INSIGHTS: Despite all the discussion of technology, personal interaction avoidance and preferences for self-guided experiences currently rife in the marketplace, people ultimately do business with people they trust and respect. It is not a new phenomenon but requires exerting intentional effort.