A spoonful of service makes the veterinary clients come 'round

A spoonful of service makes the veterinary clients come 'round

Use these tips to provide that sweet service and smooth out payment and compliance problems before they pop up.
Nov 01, 2013

In the 1964 Walt Disney classic, Mary Poppins used a spoonful of sugar to persuade a young child to take medicine. Along those lines, we thought sugar could be the perfect symbol of great veterinary service. Here are recommendations for remarkable service—drawn from examples from the country's Well-Managed Practices—that will make pet care easier for clients to swallow and keep them coming back to your clinic.

Keep it simple

Do clients' thinking for them. Offering too many choices for medical care will overwhelm clients and make it more difficult for them to make a decision. One or two recommendations is usually all a client needs or wants. Clients look to veterinarians for their medical knowledge and expertise, so be decisive about the care pets need.

Another way you can do clients' thinking for them is by being proactive. Offer automatic refill and heartworm preventive reminders. Schedule the next appointment at the end of the current one; if that isn't possible, call the client the next day to schedule. If a client has multiple pets, review medical records of the other pets to talk about any necessary care that might be due. Also, always ask clients if there are additional pets at home that aren't being cared for by your practice.

In the exam room, take the time to talk with clients about pet lifestyle. For a new kitten or puppy, discuss wellness or budget plans and stress the importance of socialization. This is also a great time to address any behavioral issues. In addition, you might present your client with spay and neuter considerations. For older pets, start educating your clients on the benefits of semi-annual exams. Go over weight management and nutrition, quality of life, behavior and activity level.