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The Value of Welcome Packs
New clients turning into loyal ones
How do you turn new clients into loyal ones?

As discussed previously, building loyalty between your practice and clients is the surest way of maintaining a competitive edge. This is easier to do with existing clients who have used you several times before and know how good your customer service is.

But what about first time clients? These new clients have a variety of reasons for trying out your practice. They may have had a bad experience elsewhere and are giving you a try. They may have just moved into the area and you are the first practice they came across.

Whatever the reason, you now have a new client who you need to turn into a loyal one.

As well as providing excellent service, it is a good idea to ensure that the client feels appreciated and remembers your practice - but for all the right reasons!

Once you have registered a new client, it is nice to make them feel like part of the practice and also provide some clear guidance and assistance - as they are paying for your professional advice.

A welcome pack has the function of giving new clients (or returning clients) an invaluable insight into the practice, with information sheets explaining the services offered, guides on caring for their pet, special offers and discounted services. You could even include a free gift like a pet tag or a pet magazine, such as the increasingly popular PetFocus magazine.

The welcome pack is a great chance to communicate with clients and to encourage a return. This can shape how people view your practice and it provides the clients with something tangible to keep. It is surprising just how much clients appreciate a gesture like this.  

You could even personalise the packs with a welcome letter that greets both the pet and owner by name.

By providing the client with relevant information and guides even after they have left the premises, you can be sure that your practice will be remembered and for the right reasons.

If you would like to find out more about the creation of branded welcome packs, purchase PetFocus for your own packs or would like more information on marketing your practice, email marketing@centralvet.com or call on 01359 245310

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Rare chimp birth announced at Edinburgh Zoo

News Story 1
 The Royal Zoological Society of Scotland (RZSS) welcomed the birth of a critically endangered western chimpanzee on Monday 3 February at Edinburgh Zoo's Budongo Trail.

The baby girl will be named in the coming days through a public vote, and staff will carry out a paternity test during its first health check to determine the father.

Mother Heleen's first infant, Velu, was born in 2014, making this new baby only the second chimpanzee born in Scotland for more than 20 years.

Budongo Trail team leader Donald Gow said: "While we celebrate every birth, this one is particularly special because our new arrival is a critically endangered Western chimpanzee, a rare subspecies of chimpanzee."

Image (c) RZSS/Donald Gow. 

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News Shorts
BEVA offering free membership to vet students

The British Equine Veterinary Association (BEVA) is offering free membership to veterinary students. As part of a new initiative with the aim of encouraging more veterinary professionals into equine practice.

According to BEVA, less than one in ten veterinary students choose to work in equine practice. The association hopes that this initiative will provide insight into the field and the benefits of a career in equine medicine.

Benefits of membership include:
▪ access to a network of nearly 3,000 members
▪ special student rates to attend BEVA Congress
▪ online access to BEVA's Equine Veterinary Education (EVE) journal
▪ free access to the association's online learning platform
▪ free access to BEVA's practical veterinary apps
▪ exclusive discounts on a range of things from cinema tickets to grocery shopping.

BEVA will be releasing a series of short videos over the next few months from BEVA Council members, explaining what inspired them to work in equine practice.

Image (c) BEVA.