Various sources predict 20 to 25 percent of clients will disappear during a normal year. Pet deaths, job moves and pet owner deaths are the largest causes. Beyond these reasons, retaining viable clients takes effort.
A loyal client is a repeat client. This is especially important for veterinary practices. Studies show that it costs at least five times more to gain a new client than to keep an existing one.
Source: Veterinarian’s Money Digest, December 2017. Link.
Customer Service Is King.
Most pet owners put a very high priority on the quality of care their animals receive. However, they also want to be treated with respect, and they must work within tight schedules and budgets. Therefore, customer service, convenience and affordability of service should be high on your priority list.
INSIGHTS: August, September and October are good months to verify animal owners in your systems and databases. If you’re adding new staff or a new service, such as telemedicine, make courtesy calls to animal owners you have not seen in the last six months. This is a good addition to retention strategies.