Visions
Veterinary Consulting
Donna Bauman, CVPM
Visions@wmol.com
Helping Turn Your Visions In To A Reality!
CONSIDER THIS
It costs your practice 5 times more to acquire new clients then it does to keep your current clients satisfied.
Do you have the time and money to continue replacing lost clients?
A client who has a negative experience is likely to share that experience with 5-7 more people than they would if their experience was a
positive one....sad but TRUE! The people they are telling could be your current clients or potential new clients.
That is the kind of word of mouth you want to avoid!
Client complaints are a great opportunity to improve. For every client who shares a concern or complaint, about 50 choose
not to and may choose another veterinary hospital for their pet’s care. Are you surveying your clients? Do you do exit interviews with clients who leave your practice? Is it a behavior expectation of your staff to care and seek information when clients leave the practice?
Clients assume that all veterinary practices are competent and that the medical care they provide is the same care that their pet will receive
if they go to the "vet down the street." They often think a spay is a spay is a spay...all the same!
This means that they will form their opinion of your hospital based on their interactions with your veterinary team.
Did you & your staff educate & bond with your clients? Do you know?
WHY A MYSTERY SHOPPER?
Mystery shopping allows the consultant to evaluate the practice from the perspective of a potential client. The call &/or visit is evaluated, down to the smallest detail. After each mystery visit or call a detailed report of the event along with specific recommendations for improvements and implementation are delivered to you. Options include a single mystery call, continuous packaged mystery calls, mystery visits
or a combination of both.
WHY A CONSULTANT?
Change is not easy but it is necessary; especially if your goal is to improve the way you practice medicine, improve client education,
strengthen team bonds and exceed the expectations of your clients. When you are directly involved in the day to day workings of your
practice it is difficult to identify the areas in need of improvement or change. Even in the event that you are aware of the problems finding
the time to resolve them or develop a plan to improve them is often difficult and thus takes a back seat to the pressing tasks of day to day operations. Unfortunately, this could have a negative effect on the practice finances, staff morale, patient care and client satisfaction.
A consultant has the ability to see things from a different perspective; from the outside in, the same perspective your clients use to
judge your practice. The information that clients gather when visiting your practice is the same information they will use when deciding
whether or not to return.
Is your practice doing all that it can to exceed your client’s expectations? If not then a call to Visions Veterinary Consulting can help!
Don't assume that your clients are receiving the message and the quality of service that you expect. A quality leader never assumes but KNOWS!!
(Kindly Never Omit Wow Service)
Don't let obstacles get in the way of your success!
"Criticism is something you can avoid easily by saying nothing, doing nothing, and being nothing." - Aristotle
Visions Veterinary Consulting
6100 136th Ave
Saugatuck, MI 49453
(P) 616-836-3776
(F) 269-857-3583
(E) Visions@wmol.com
