Make your veterinary practice a standout by talking-and listening-more to your clients.
1 Communicate often. Do you communicate with clients only with appointment reminder postcards? Build a stronger relationship with horse owners by providing educational material such as newsletters or information bulletins in print or via e-mail.
2 Build two-way communication. Actively listening is just as important as speaking. Develop a website and provide an e-mail address so clients can contact you without calling.
3 Hold special events. Have an open house once a year or participate in community events such as golf tournaments, fundraisers, and picnics. Make sure everyone knows who you are and what you do. Show them that you're approachable.
4 Provide superior customer service. Make your clients' concerns your top priority. Return phone calls promptly. Process paperwork in a timely manner. Smile when answering the phone. Never sound as if you are too busy to listen.
5 Be multicultural. Hire someone at your practice who can speak Spanish, or have someone available to translate on an as-needed basis. Learn more about the other cultures represented in your community.