it’s being used big-time by all the fast-growing practices.
Watch the video, read the transcript or listen to the podcast.
You’ve got till Christmas to make it happen. Continue reading “What’s the number one killer practice building tool”
When we’re nervous most of us make what are called ‘comfort’ or ‘self-soothing’ gestures.
When we do this, at some level the other person know that we’re nervous, afraid or not in control. Continue reading “People can tell when you are nervous”
We hear so much these days about First Impressions being so important when a new clients comes to your practice.
Equally important is EVERY client’s Last Impression.Are you creating a WOW last impression, one which is memorable, leaves them with great feelings, one which has them wanting to come back again and one which they are going to rave to their friends about? Continue reading “Does your practice create a great last impression”
We would all like to build better trust, connections, relationships, rapport (call it what you will) with clients.
And we’d like to do so QUICKLY.
When we do that, the client is more likely to ‘accept’ or take up our recommended treatments options – for the pet, horse, farm-stock or whatever. Continue reading “How to build better trust and connection”
You remember King Arthur, Guinevere, Sir Lancelot, Excalibur and the Knights of the Round Table don’t you?
Aside from the ‘childhood’ lessons on morality and Right is Might, there is one other really POWERFUL lesson (about communicating with our clients) which we can learn. Continue reading “What can vets learn from King Arthur and the Knights of the Round Table?”
If you ‘block’, when you’re communicating with clients or workmates, then you could be considered to be;
hiding something Continue reading “Do you ‘block’?”
Over the next 4 weeks we’re going to share some key client bonding strategies….
Why do we need to do this? – let me explainI’m sure you know that simply increasing your client retention by 5% to 10% will increase your practice profits by a WHACKING 50%-125%. WOW. Continue reading “How bonding with your clients will grow your practice”
Do you get lots of clients coming into your practice saying; “You guys REALLY care don’t you!” Would you LIKE to get that sort of feedback? Just apply the strategies that I share in this short video (or you can download the podcast or read the transcript below) Continue reading “This Vet Really Cares”
In this frantic, fast-paced, modern world, unless you stay in contact with your clients at least every month, you are at a BIG risk of loosing your client to ‘the opposition’ – another service provider.And this is because we are all being overwhelmed by so many different advertising mediums.Staying in contact is easy via newsletters, blogs and the regular use of FacebookBUT – I see so many practices that can’t even collect their clients’ email addresses quickly and easily. Continue reading “Collecting Clients’ Email Addresses Quickly and Painlessly”
If you don’t (have a competitive advantage), then you are competing with every other Vet practice out there on PRICE.
And that’s the veritable DEATH KNELL for your practice profitability…..
You Must DEVELOP A COMPETITIVE ADVANTAGE…
And the easiest, the simplest and the cheapest form of competitive advantage in this day and age – especially in ‘Vet’, is the competitive advantage of Customer Service. It’s a fact that even good customer service, much less excellent customer service is, just like the fabled unicorn, almost non-existent in our industry. All you need to do is to read the recent studies or go to almost any Veterinary client forum or practice Facebook site.
Excellent service, much less service beyond the call of duty is so rare today that it alone will make a huge difference to your Veterinary business. Frankly – even offering just GOOD levels of service will make you a stand-out success.
People who get abnormal, fantastic awesome service will tell all their friends about you. The word of mouth is tremendous.
Here are some simple suggestion of where to start;
- Do you always answer the phone on the third ring?
- Do you always call your clients, customers and patients (pets) by name?
- Do your receptionists stop what they’re doing and greet every client and pet when they walk in the door?
- Do your Veterinarians introduce themselves and acknowledge every member of the family present – even the kids?
- Do you fit in with their schedule rather than your own or are you RIGID in the way you do things – even on those quiet days?
- When you see something that needs doing that is simple, but not part of your job, do you just do it to help out?
- Do you ring every client two days after their visit just to check on how the pet is going and whether the client had all their questions answered?
- Do you anticipate their need and assist them with it?
- Do clients receive a “Relax and get on with your day, everything went well and ‘patient’ is in recovery…” peace-of-mind phone call after any procedure?
- If the client has a problem with a product or a procedure, do you get them to come back immediately and cheerfully fix it or give them another product and/or even a bonus ‘gift’ for bringing it to your attention?
The items on this list are a great starting point to ensure that a visit to your Veterinary practice becomes MEMORABLE in the minds and eyes of your clients and so you become the practice of choice for your area. You’ll see your practice grow like never before.
Are you giving awesome service?