Q&A: Keep clients from leaving-if you can
One of my best clients is reluctantly leaving my practice to seek cheaper treatment elsewhere. Should I be concerned about this?
Q: One of my best clients is reluctantly leaving my practice to seek cheaper treatment elsewhere. Should I be concerned about this?
Don't stress too much over this client, says Veterinary Economics Hospital Management Editor Mark Opperman, CVPM, owner of VMC Inc. in Evergreen, Colo. When you offer the best care and service in your community and you charge appropriately, this kind of scenario is inevitable. You might even prepare for more of the same in the future.
However, you can take steps to retain clients. First, prioritize the patient's care so that you're offering options that maintain a reasonable level of health for the pet but keep the cost affordable for the client. You can also offer a third-party payment plan and discuss the benefits of pet insurance. "And for a long-term, well-established client, I wouldn't hesitate to arrange for the client to pay in installments," Opperman says.
What you shouldn't do is lower your fees, and you certainly can't reduce your practice's quality of care and service. Continue to provide excellent care for patients, impress clients with your customer service, and maintain your fees. Even if some pet owners do leave, many will eventually return after they discover that an inferior level of care isn't worth the lower price.
