Provide a comfort station
Provide treats for clients while they wait. A comfort station with coffee, water, and snacks makes a nice impression and a
ensures a client's wait time is more enjoyable.
Treat the kids
Clients often have children with them in addition to their pets. Take notice of the kids and make them feel special, allowing
them to listen to their pet's heart, for example. Provide toys and some type of treat for them. They may be your next generation
Conduct follow-up calls
After any appointment—including surgery and dental procedures—call the client to find out how it went and whether he or she
has any questions. Make sure to give new clients a hearty welcome. For ongoing medical cases, the doctor should set the interval
for the follow-up call to match expected changes in the pet's condition.
Veterinary Economics Editorial Advisory Board member Dr. Jeff Rothstein, MBA, is president of Progressive Pet Animal Hospitals in Michigan.