The veterinary-client-patient relationship is special. In spite of the internet, Google, and other sources of information, veterinarians are still the number one influential regarding animal health to animal owners. The question is whether veterinarians are willing to make themselves available in the manner and at the time that animal owners need them most.
It is important to assess what your clients want and need. This should be done outside of the context of what you currently offer. What do clients want? Examine the lifestyle of your customers. Is there a demand for extended hours in the evenings and on the weekends? Is there a need to make veterinary expertise available to answer simple questions without the client incurring a significant fee from an office visit? How are your clients' needs cared for after hours? Do they receive a message when they call after hours that 'We are closed. Please call the emergency clinic."? Are they faced with a decision on their own regarding whether their animal needs to be seen immediately or can it wait until tomorrow? The decision may make a significant difference to both the health of the animal and their financial situation. These are high-stress, emotional times for a client, and these are episodes that, handled properly, can endear a client to you and your clinic for years to come.
Identify those occasions when a customer will need you most, and make sure that your operating procedures take care of them in those high-stress times. If you do, you will develop loyalty that goes beyond most other practices.
