• DVM360_Conference_Charlotte,NC_banner
  • ACVCACVC
  • DVM 360
  • Fetch DVM 360Fetch DVM 360
DVM 360
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
By Role
AssociatesOwnersPractice ManagerStudentsTechnicians
Subscriptions
dvm360 Newsletterdvm360 Magazine
News
All News
Association
Breaking News
Conference Coverage
Education
Equine
FDA
Law & Ethics
Market Trends
Medical
Politics
Products
Recalls
Regulatory
Digital Media
dvm360 LIVE!™
Expert Interviews
The Vet Blast Podcast
Medical World News
Pet Connections
The Dilemma Live
Vet Perspectives™
Weekly Newscast
dvm360 Insights™
Publications
All Publications
dvm360
Firstline
Supplements
Vetted
Clinical
All Clinical
Anesthesia
Animal Welfare
Behavior
Cardiology
CBD in Pets
Dentistry
Dermatology
Diabetes
Emergency & Critical Care
Endocrinology
Equine Medicine
Exotic Animal Medicine
Feline Medicine
Gastroenterology
Imaging
Infectious Diseases
Integrative Medicine
Nutrition
Oncology
Ophthalmology
Orthopedics
Pain Management
Parasitology
Pharmacy
Surgery
Toxicology
Urology & Nephrology
Virtual Care
Business
All Business
Business & Personal Finance
Hospital Design
Personnel Management
Practice Finances
Practice Operations
Wellbeing & Lifestyle
Continuing Education
Conferences
Conference Listing
Conference Proceedings
Resources
CBD in Pets
CE Requirements by State
Contests
Veterinary Heroes
Partners
Spotlight Series
Team Meeting in a Box
Toolkit
Top Recommended Veterinary Products
Vet to Vet
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us

© 2023 MJH Life Sciences and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

Advertisement
By Role
  • Associates
  • Owners
  • Practice Manager
  • Students
  • Technicians
Subscriptions
  • dvm360 Newsletter
  • dvm360 Magazine
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us
  • MJHLS Brand Logo

© 2023 MJH Life Sciences™ and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

How to win back clients who've left

December 1, 2009
Bob Levoy

Follow up on defections.

The average practice loses 10 to 30 percent of its clients each year. Unfortunately, many of those who defect just quietly leave, never stating their reasons for doing so. On those occasions when you or your team members learn that a client has left your practice, consider sending the letter shown at below (click on image to enlarge.)

Failure to meet expectations is the most common cause of client dissatisfaction. In many cases, the incident can be traced back to a single minor misunderstanding. An apology may be all that's needed. If so, this simple and sincere letter may convince the client that you're truly sorry for what happened, earning the hospital another chance.

Advertisement

Another possibility: It often happens that after leaving a practice, clients realize that the quality of care and service you and your team provided were better than what they're finding elsewhere. They'd like to return but are embarrassed about doing so. The last sentence of the letter leaves the door open, making it easy for them to return. The apology is worth a try—and can do no harm. If such a letter retrieved only one or two clients who'd decided to leave your practice, it would be well worth your efforts.

Veterinary Economics Editorial Advisory Board member Bob Levoy is the author of 222 Secrets of Hiring, Managing, and Retaining Great Employees in Healthcare Practices (Jones and Bartlett, 2007). He lives in Roslyn, N.Y.

Related Content:

Client Relations & Marketing
How to discuss finances with clients
How to discuss finances with clients
Treating patients with spectrum of care in mind
Treating patients with spectrum of care in mind
 BluePrints Veterinary Marketing Group awarded 2 Gold VETTY Awards
BluePrints Veterinary Marketing Group awarded 2 Gold VETTY Awards

Advertisement

Latest News

Thriving when life is hard

Hospital design expert shares his favorite design element

Updated EquiTrace app integrates wth HISA Portal

San Francisco SPCA receives $100k grant from San Francisco Foundation

View More Latest News
Advertisement