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Fine tuning first impressions (Proceedings)

April 1, 2009
Christine Merle, DVM, MBA, CVPM

What message does your facility send to your clients?

What message does your facility send to your clients? We will walk through the 5 senses and what we can do to improve our client's first impressions.

Sight

How easy is your practice to locate? What does your signage look like?

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What about the surroundings- what do your "neighbors" look like?

Landscaping- remember the seasons?- remember most of your clients are female

Paint refreshers- professional décor- is the atmosphere inviting?

Does the practice fit the theme- interior and exterior?

Smell

Obviously- maintaining pet odors is key but we also don't want the overwhelming disinfectant smell either- remember your theme- can you have that fit with the environment?

Inviting smells to both two and four legged members-remember we become "immune" to the smell.

Hearing

A colleague of mine remarked how different a cat only clinic was since there basically was no noise. What about background music or other forms of noise- is the atmosphere inviting, relaxing, stressful- remember the purpose is for our clients NOT the employees.

Watch your conversations especially as employees- I know that socializing is part of work but remember clients can hear you.

Touch

Although sometimes overlooked because of the importance of ease of cleaning and sanitation- there can be many things done to improve the tactile environment of our practices- whether it be offering furnishings with more homelike feel and soft extras for a patients.

Taste

For the four-legged ones- offering tempting and healthy treats or snacks is a plus. Don't forget about the importance of medications- being able to make "pilling" easier whether through the use of flavorings, etc.- no one likes to "force" medication to their pets.

For the two-legged ones- especially when they need to wait- providing them with refreshments or partnering with a nearby coffee chain should be considered. Again- watch the theme/image of the practice- I would expect high end treats in a more sophisticated setting while homebaked goodies fit in the country style environment.

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 BluePrints Veterinary Marketing Group awarded 2 Gold VETTY Awards
BluePrints Veterinary Marketing Group awarded 2 Gold VETTY Awards

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