Retaining an existing client is significantly more cost-effective than acquiring a new one: it can cost up to seven times more to gain a new client than to keep a current one engaged. With veterinary visits down by 2.7% from 2021 to 2023, practices are also dealing with staffing shortages and rising costs. Given these pressures, focusing on client retention is not just a growth strategy — it’s essential for maintaining a steady revenue stream. By implementing a few simple yet effective strategies, you can improve client engagement, increase appointment bookings, and boost your practice’s profitability — all without overburdening your team.
Maximize your team’s efficiency to increase capacity
With staffing shortages a persistent challenge, making the most of your current team’s capabilities is critical. By leveraging the full potential of your staff, especially credentialed technicians, you can increase productivity without adding overhead costs.
Actionable strategies to boost efficiency
1. Optimize appointment scheduling: Conduct an audit of your appointment types and categorize them based on the level of expertise required. For example:
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- Use technician-only appointments for routine services like nail trims, wellness check follow-ups, and vaccine boosters.
- Schedule surgeries and complex cases during high-focus periods (like mornings) while using afternoon slots for shorter wellness visits.
2. Empower your staff with delegation: Have technicians handle diagnostic tests, blood draws, and radiographs so veterinarians can focus on more complex cases. This strategy not only improves efficiency but also enhances job satisfaction among your team.
3. Prioritize periodic team check-ins: Regular team check-ins — whether weekly or biweekly — can help identify workflow challenges and streamline operations. Use these short meetings to gather feedback, discuss pain points, and brainstorm solutions. This fosters a collaborative environment and helps maintain efficiency without adding to daily workloads.
Use tech tools to streamline and enhance client experiences
Adopting technology to automate and streamline processes is a proven way to save time and improve client satisfaction. With digital tools, you can optimize communication and reduce administrative burdens on your staff.
High-impact areas to focus on
1. Automate client communication:
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- Start by automating appointment reminders and follow-ups to reduce no-shows and save your team time. Even focusing on appointment confirmations can significantly decrease missed visits.
- Personalized follow-ups after each appointment encourage client feedback and build stronger relationships.
2. Simplify check-in and payment processes:
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- Gradually introduce digital tools like online check-in forms or secure payment options. Start with one feature, such as digital payments, to simplify your billing process before expanding to check-in forms.
3. Offer telemedicine consultations:
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- Consider introducing telemedicine for simple follow-ups or answering routine questions. Even adding a phone consultation option can alleviate in-clinic congestion, helping you accommodate more clients without increasing staff hours.
Practices that adopt online payments often see a 12% boost* in client satisfaction.
*Vetsource data on file.
Drive engagement through preventive care education
Focusing on preventive care is one of the best ways to build trust and long-term loyalty with clients. Educating pet owners on the benefits of preventive services encourages them to be proactive about their pet’s health, leading to more frequent visits and better patient outcomes.
Effective tactics to promote preventive care
1. Educate clients through multiple channels:
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- Use your blog, social media, and newsletters to share pet health tips, emphasize the importance of routine exams, and highlight seasonal risks. Consistent communication reinforces your role as a trusted advisor.
2. Offer loyalty rewards for preventive care:
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- Establishing a loyalty program can incentivize clients to return for regular check-ups and services. This not only improves compliance but also fosters client loyalty.
3. Encourage recurring medication subscriptions:
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- Educate clients on the convenience and cost savings of signing up for recurring orders of preventatives. Start by discussing these benefits during wellness visits to encourage enrollment. This helps ensure pets receive timely doses while creating consistent revenue.
Foster client relationships with exceptional customer service
Exceptional customer service remains one of the most effective ways to retain clients. When combined with digital communication tools, your practice can maintain strong client relationships and deliver the convenience today’s pet owners expect.
Practical methods to enhance client loyalty
1. Personalize outreach and follow-ups:
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- Sending personalized emails or texts after appointments to check on pets’ progress shows clients that you genuinely care. This simple gesture can significantly boost client satisfaction
2. Offer flexible payment options:
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- Providing various payment methods, including installment plans for higher-cost treatments, makes veterinary care more accessible. Practices that offer flexible payment options are more likely to retain clients who appreciate the convenience.
3. Re-engage lapsed clients:
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- Start by reaching out to clients who have missed annual check-ups or lapsed on recurring services. A friendly reminder with an incentive, like a discount on their next visit, can bring them back.
The takeaway: Build stronger client relationships to grow your practice
The veterinary industry continues to face numerous challenges, but focusing on client retention, optimizing team efficiency, and leveraging digital tools can set your practice up for sustainable growth. By building stronger client relationships and prioritizing preventive care, you can improve patient outcomes while boosting your bottom line.
Looking for more ways to enhance your practice’s efficiency and client engagement?
Download our free toolkit on client retention strategies or explore Vetsource’s solutions to see how you can streamline operations, improve client communication, and drive long-term growth for your veterinary practice
