It's not all about money

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Cost may be the most common client complaint, but it's not a deal breaker says the AVMA Director of Marketing.

In "What Clients Want" (August 2008), cost is listed as the most common complaint from clients about their primary veterinarian. While this is correct, I want to point out that three-quarters of the responses for dissatisfaction were for reasons other than expense. Given how sensitive veterinarians and their teams are to their clients' financial concerns, we need to be careful and not overstate the economical aspect. Issues like long wait times, unfriendliness, or lack of communication collectively far exceed qualms about the price of care.

James Flanigan

Director of Marketing

American Veterinary Medical Association

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