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.”

LW 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

• Client continuity programs

• Client satisfaction

• Client communication

• Client education / information

REFERRAL SOURCES

• Referral source satisfaction

• Referral source communication

• 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:

• Service companies depend on existing customers for 85-95% of their business.

• The cost of getting a new customer is 5 times as much as keeping one.

• A satisfied customer will bring in 5 new ones; an unhappy one will badmouth you to 20 prospects.

• It’s easier to get customers to buy 10% more than to increase the number of customers by 10%.

• Only 4% of unhappy customers complain; the rest go elsewhere.