Case Study: Hospital Tours Build the Bond
Hospital tours are a great way to attract new clients and cement your bond with existing ones. "We like to take the mystery away," says Dr. Lisa Barlow of Centennial Valley Animal Hospital PC in Louisville, Colo. "We think hospital tours help clients feel better about leaving their pets here."
CASE STUDY: HOSPITAL TOURS BUILD THE BOND
Hospital tours are a great way to attract new clients and cement your bond with existing ones. "We like to take the mystery away," says Dr. Lisa Barlow of Centennial Valley Animal Hospital PC in Louisville, Colo. "We think hospital tours help clients feel better about leaving their pets here."
Centennial Valley gives eight to 10 tours per month to potential and new clients and to school and community groups like Girl Scouts and daycare centers. "For potential and new clients, tours help bond the client to the practice because they see where their pets go and what we do. For group tours it's mainly a community service, but we could potentially attract new clients because of the exposure," Dr. Barlow says.
New clients are offered a hospital tour on their first visit. The receptionist gives tours either before or after the patient sees the doctor.
To organize group tours, staff members send out letters to local schools and daycare centers. The receptionist schedules the visits during slower times of the day. The receptionist also gives most of the tour, then Dr. Barlow ends the tour by answering any questions.
The information Dr. Barlow provides depends on the questions asked, she says. "Sometimes groups ask what it takes to be a veterinarian. Other groups want to talk about what their pets need and how to be good pet owners," Dr. Barlow says. "I tell them to make sure their pets see the veterinarian once a year, get all their vaccines, and take heartworm preventive, and other basic things." At the end of the tour, Dr. Barlow hands out hospital brochures and coloring books.
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