How to offer a great experience - Part 2
Finally, some tips to improve your follow-up strategy.
Antje Blättner
DVM
Dr. Blättner studied in Berlin and Munich and after graduating in 1988 she set up and ran her own small animal practice. She then completed a post-graduate course on training and coaching at the University of Linz, Austria before founding Vetkom, an international company dedicated to educating veterinarians and veterinary technicians on practice management, client communication, marketing and other related topics through lectures, seminars and in-house training. As well as editing two veterinary journals she works alongside Royal Canin training veterinarians in more than 20 different countries.)
Contributions from Antje Blättner
Browse between the articles contributions from this author below.
Strategy and tools
This chapter will give you practical tips (what to do, what not to do, main pitfalls, etc.) on blogs, websites and social media and how to encourage clients to leave positive reviews on the web.
How to offer a great experience - Part 1
Based on studies on a human hospital, this chapter will outline the different steps in the pet owner journey in your practice, including the consultation that should be a “golden moment” for your client.
How to attract clients to your clinic
Internet has changed the “pet owner journey”: before telephoning a vet to ask questions or actually taking an appointment, the client will search the Internet (sometimes just to find a telephone number) and will have first information about your practice through it.
The importance of the pet owner experience
Vet practitioners are often not aware of their environment. They never stay in the waiting room of their practice for long. They sometimes even enter the practice through a different door than the one used by their clients.
Understanding the business (Part 2)
Most veterinarians are not comfortable when discussing fees, or when asked to "sell" something, but this is normal! This chapter offers a method which will allow you to prescribe or recommend products and services effectively.
Looking to the future
It’s never too early to think about the future. For many young veterinary surgeons, their job is primarily the result of a passion for pets.
Understanding the business (Part 1)
Understanding the various factors involved that contribute to the income and expenditure of a veterinary clinic is key for long-term success.
Being a good vet (Part 1)
“If your only tool is a hammer, all problems resemble a nail”. This section will stress the different factors required to make you a “good clinician” and gain confidence in your medical decisions.
Being a good vet (Part 2)
This part will cover the art of communication, especially when dealing with pet owners, because nothing is more frustrating than a lack of compliance when treating an animal.
Becoming a good colleague (Part 2)
Once you've accepted a post at a practice, you'll need to learn how to manage people. You'll also need to take care of yourself to avoid burn-out. This chapter tells you how.
Becoming a good colleague (Part 1)
Even the most skilful surgeon or physician needs a good team to succeed, and as a recent graduate you will certainly want others to help and support you.