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Ultimately, your efforts should
result in clients that
are ENCHANTED with you!
RETAINING clients is more important than
attracting them. In fact, we
encourage many practices and pet-related services to start here – to
make sure that clients have a compelling REASON TO STAY before we go
about trying to attract new ones.
The reality is that
given an increasing number of choices, clients need a compelling
reason to commit themselves to one service provider. This is true
in veterinary and pet-related services as well as any
service sector. As a result, service providers must work harder to
maintain client relationships and keep themselves in the client’s
“selection set.”
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Marketworks helps veterinary and pet-related service
providers identify client “hot buttons” and key
satisfaction factors. This information is used to
develop strategies for enhancing service delivery and
adding value to customer relationships. Our strategies
and client retention programs include:
CLIENTS
REFERRAL SOURCES
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Referral source satisfaction
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Referral source communication
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Referral source education /
information
Also keep in
mind that today’s clients have access to more information then
ever before. As a result, they are better prepared and
more sophisticated. For example, one of OUR clients, a
neurology center, was asked about the SIZE of their MRI magnet
by a patient who was considering bringing in their dog for a
diagnosis!
Why is
Client Retention Important? DID YOU KNOW:
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Service companies depend on existing customers for 85-95% of their
business.
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The cost of
getting a new customer is 5 times as much as keeping
one.
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A satisfied customer will bring in 5 new ones; an unhappy one will
badmouth you to 20 prospects.
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It’s easier to get customers to buy 10% more than to increase the number
of customers by 10%.
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Only 4% of unhappy customers complain; the rest go elsewhere.
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