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 25-28 September, 2018 | Singapore
By making sure that your veterinary practice is adjusting to these changes and implementing the right software, you’ll be poised to compliment your great service with great tools and marketing as well. You’d be amazed at what can be achieved when great veterinarians and staff deliver outstanding care, while implementing the right tools to measure their success.
APPRECIATE YOUR LOYAL CLIENTS
3.) While showing appreciation to your local clients may seem like it goes without saying, it’s actually something that a surprising amount of veterinary practices forget to do on a daily basis. When you’ve got a packed calendar, it can be easier to focus on the next client coming in, than it is to thank the one that’s walking out the door after spending money on your services. Instead, show your appreciation by saying thank you, leaving a note, calling the next day to follow-up, or building in a client loyalty program to your practice. One way to do this is to create a referral program, which is an all-in-one way to reward existing clients, attract new ones and spread a feeling of generosity to your existing clientele. This can be small but significant, allowing the person who refers the practice to receive $50.00 (or another appropriate amount) toward a future service or an additional purchase.
Many times, a client has a built-in network of friends
and family that they could easily recommend to your veterinary practice, but this additional step is often overlooked. Simply by appreciating your loyal clients and adding in this extra layer of incentive, you can extend your outreach to a new level and bring in new clients who already may be right around the corner. If your client has had a positive experience, the best thing you can do is parlay this positivity outward. By showing your appreciation for the client and offering a small monetary incentive, you can do just that!
Companies like Uber do this same thing, utilizing
referral codes directly through their app. This occurs
to the tune of tremendous success, as those who are already utilizing the app can actually offset the cost of the service by recommending it to another. For a rider who is in transit, this may just be the most effective use of their time. Similarly, if you offer these incentive based strategies while your client is in the waiting room or while they are making a final payment, you may just find that they are eager to use the time to offset existing costs. Little things like gift cards, discounted purchases or
free pet treats can make the difference between a new referral and a shrug.
CUSTOMIZE FOR YOUR PRACTICE
These strategies allow room for you to make changes and implement the techniques that will work best for you and your veterinary practice. This can also read: there
is no single way to go about any one of these specific marketing techniques and the strategies will require adjustments and fine-tuning to fully optimize them
toward your individual practice. A large part of successful implementation will rely on your understanding of your individual veterinary practice and your individual clients, including how to customize your client survey/satisfaction techniques, marketing strategies and reward/incentive programs directly toward your clients. You may find that certain strategies work with incredible consistency, while others need to be scrapped or fine-tuned along the way. The key is to take the larger themes, and work within them to enhance what’s already working and fill in the voids where you may be lacking a strategy at all.
While technology as a whole continues to accelerate,
it’s more important than ever to tune into the increasing needs, wants and expectations of clients and consumers alike. From text-message updates to newsletters and online pharmacy prescription refills, we rely on the digital world more than ever to get things done every day.
Your clients expect the same, wanting to experience an exceptional veterinary experience while ensuring the health of their pet is totally optimized. Sure, expectations are high. But so are the opportunities to deliver and amaze.
With all of the tools at our disposal and new strategies that can be used to enhance marketing and customer experience, the only thing left to do is implement accordingly and reap the rewards.
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43RD WORLD SMALL ANIMAL VETERINARY ASSOCIATION CONGRESS AND 9TH FASAVA CONGRESS















































































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