How to offer a great experience - Part 2
Finally, some tips to improve your follow-up strategy.
Susie Samuel
MA, VetMB, MRCVS
Dr. Samuel graduated from Cambridge University in 2001 and spent ten years working in both mixed and small animal practices. In 2006 she set up VetHelpDirect.com, a website that helps owners decide how quickly they need to seek veterinary attention for their pets. The business quickly evolved to become a specialist veterinary Internet marketing agency, winning the 2015 Veterinary Marketing Award for Practice Marketing, and Dr. Samuel eventually left practice to become managing director of the company. She also holds the Google Certificate in Internet Marketing, and trains veterinary staff in all aspects of Internet marketing.
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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.
COVID-19: The telemedicine solution
The COVID-19 outbreak has meant that most veterinarians are having to consider telemedicine...