Six ways to put your best foot forward with your clients

Do you put your best foot forward with every client, every time? These six tips can help make sure you do—and that you build the strongest possible relationships with clients.

1. Evaluate clients' first impressions when they make an appointment, walk into the building, check in with the receptionist, and sit in your waiting room. Do team members present themselves and your products professionally? Do the entry, signage, and displays reflect well on the quality of care you provide?

2. Many clients have their hands full with leashes; anxious pets; kids; and an assortment of possessions, so make visits as easy as possible for them. For example, offer to help carry something, eliminate heavy doors, avoid stairways, and replace hard-to-manipulate doorknobs where you can.

3. Use signs and posters; brochures about your products and services; mailings; faxed messages; and e-mails to stay in touch, and show how much you value your clients. Also use this opportunity to keep clients updated about any new offerings that your practice is planning to provide.

4. Develop a logo, and pick a color palette. Use them on all written communication, vehicles, and your Web site. This approach makes your message more consistent and helps your practice stand out in the crowd.

5. Be an expert information source. Explain what you're looking for during the exam, why this is the best course of care for the pet, how the procedure or product works, and how you expect the pet to respond. Then make sure your client knows your team is always prepared to answer his or her questions. You're informed, so be informative!

6. Offer something free that will keep your practice top of mind. For example, you could give the client a calendar, key chain, pen, or some other small gift with your practice name on it. Such freebies remind clients about the services you offer long after the visit.

Stephenie Slahor, Ph.D., JD, is a management educator and writer based in Palm Springs, Calif.