According to client experience guru, Bruce Temkin, 2016 is the “Year of Emotion” - the year when businesses will awaken to the power of emotions in shaping their customer experiences. Emotion is not only the component of the client experience that has the largest impact on loyalty, but it is also an area where veterinarians tend to struggle and often seemingly ignore. This needs to change.
Generating positive sentiment about your practice is the first step in a feedback loop that will continue to drive results for your veterinary business well into the future. Each time a client interacts with your practice, it’s essential that no matter what the medical outcome for their pets, they see the interpersonal aspects of their experience as a brilliant ray of sunshine, rather than a dark stormcloud. This sort of emotional response is the difference between a loyal client - loyalty is defined as an emotional connection, after all - and one that’s likely to try out your competitors, looking for a better offering. From there, the equation is simple: loyal clients equals recurring revenue with low overhead, and personal recommendations that facilitate continued growth.