When new clients visit your veterinary hospital, what experience do you provide to ensure they’ll become lifetime clients? The average bonding rate of new clients is 60 percent. First impressions begin with phone calls and end at checkout.

Here are tips to create exceptional experiences.

Set up records during scheduling calls. Invest 2 minutes to enter the client record in your practice-management software. Gathering details over the phone lets you start the first visit on time rather than having 15 minutes of valuable exam time eaten up with paper work. Say, “Let’s schedule your new puppy’s exam. To speed your check-in process as a new client, we’ll get all of your information over the phone now.” Then get the client’s name, address, cell and home phone numbers and email. Request her pet’s name, birthdate, gender and breed. If phone lines are ringing and clients are lined up before you, offer to email the new client a link to your website where she can complete the form before the exam.

Say, “Let me get your email and within the next 30 minutes, I’ll send you a link to our website where you can complete the new client registration online and read about … Continue reading How to Turn Your New Clients into Lifetime Clients