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How to Attract New Clients

You do all the right things to get new clients in your door: forward booking, email promotions, appointment reminders, social media and online presence, preventive care education, perhaps offering a mobile app, and getting referrals from your existing clients. But, as...

Driving Miss Daisy…to the Vet

By Lea Ann McCaslin, Hospital Manager, Arvada West Veterinary Hospital - Arvada, CO On a sunny September day in Colorado, Brianna - known to everyone as Bri - a client service representative at the Arvada West Veterinary Hospital (AWVH), picked up a phone call and...

Why Pet Owners Aren’t Sold on “Value”

The predominant model for accepting payment (in full and up front), which is the final act capping off a client’s veterinary experience, can quickly destroy all the goodwill that was earned by compassionate, expert medical care when there is a perception that the hospital is inflexible about payment – especially when the pet owner is facing a large bill. That loss of goodwill then becomes the defining element of the whole experience for the pet owner, and overshadows any feelings of gratitude and appreciation they have for a job well done by the veterinary team.

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