Research uncovers that there is no one-size-fits-all approach to communicating with pet owners after a clinic visit. There are some indications of when clients want follow-up in the study referenced. For the rest, maybe it is time to JUST ASK!
Source: VETTED, May 10, 2018. Link.
If we leave it up to guesswork, then we have a 50-50 shot at getting it right. But if we ask the client from the onset, we’re sending a message loud and clear:
(1) We respect the client as an individual, and
(2) we are committed to meeting their needs even if it means adapting ours.
INSIGHTS: I suggest practice owners and managers sit down with this information and develop a set of behaviors that support ongoing, individualized client follow-up. Trends throughout our industry indicate the shotgun approaches of the past will not satisfy today’s clients.