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EmailIphone Application    Posted: 24th January 2015
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Know your customer
Fletcher
Jane Fletcher
Retain your client in practice by understanding their needs

'We probably know our four legged customers better than our two legged ones', was Jane Fletcher's comment at the beginning of her lecture on how to know your customers.

Jane concentrated on the three stage client journey:-

Stage 1 before the visit
Stage 2 during the visit
Stage 3 after the visit

We tend to look mostly at stage two when we consider the client experience but in fact there is a great deal 'going on' before and after the actual visit to the vet.

Jane based her talk on work done with Beech House Veterinary Centre and looked at some of the basic things that clients experienced before visiting the vet, such as getting the cat into the basket, dealing with a nervous dog that does not like going to the vet, the possible difficulty of parking or getting an appointment at a convenient time. These are all things that influence the client's attitude to the vet and it is these experiences that can greatly influence their decision to visit their veterinary surgery more than the minimum number of times necessary.

Having completed the visit the experience/journey is not over. Clients are left with various emotions such as, did they get value for money, was the overall experience good or bad for both them and their pet, were they helped and valued as much as they would here liked?

It is these two parts of the client journey that Jane said practices need to find out about from clients so that they can help to make their customers' lives easier and bond them to the practice. The veterinary client needs both emotional and practical support from the veterinary practice, they need to be listened to supported and valued but at the same time offered the practical help and advice on how to do things,if only just how to get their cat into it's basket with the minimum of stress for both them and their pet.

It is this extra understanding of what clients need that can make the difference to good client care and retaining them in the practice.

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Defra shares new Sanitary and Phytosanitary guidance

News Story 1
 Defra has published guidance for the vet sector ahead of a proposed UK-EU Sanitary and Phytosanitary agreement.

The agreement, which will change the movement and trade of animals and related products, could see reductions in checks, paperwork and certification. As well as describing regulatory developments, the advice highlights the importance of animal ID, registration and traceability in disease control and other compliance arrangements.

The guidance can be found here. More detail is expected as negotiations progress. 

Click here for more...
News Shorts
BSAVA publishes fifth Manual of Canine and Feline Neurology

The BSAVA has published the fifth edition of its BSAVA Manual of Canine and Feline Neurology.

The new edition has been reviewed and updated, including new developments in diagnostics, therapeutic approaches and clinical decision-making. It is structured to support clinicians through diagnosis, treatment and long-term management.

The guide features five new chapters covering acute myelopathies, chronic myelopathies, emergency protocols, neurotoxicology and neuro-oncology.

It also includes over 100 videos, including demonstrations of neurological examinations, clinical presentations and diagnostic procedures.

Nicola Lloyd, publishing manager, said: "Whether you're a general practitioner seeking practical guidance, or a specialist aiming to refine your expertise, this edition remains an indispensable reference for anyone involved in the care of neurologically compromised dogs and cats."