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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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Practices urged to audit neutering data

News Story 1
 RCVS Knowledge has called on vet practices to audit their post-operative neutering outcomes.

It follows the release of the 2024 NASAN benchmarking report, which collates data from neutering procedures performed on dogs, cats and rabbits.

The benchmarking report enables practices in the UK and Ireland to compare their post-operative outcomes to the national average. This includes the rate of patients lost to follow-up, which in 2024 increased to 23 per cent.

Anyone from the practice can submit the data using a free template. The deadline for next report is February 2026.

Visit the RCVS Knowledge website to complete an audit. 

Click here for more...
News Shorts
RCVS pays tribute to well-loved equine vet

The RCVS and the Riding Establishments Subcommittee has paid tribute to well-loved veterinary surgeon and riding establishment inspector, Rebecca Hamilton-Fletcher MRCVS.

Linda Belton MRCVS, RCVS President, said: "I, along with my colleagues on the RESC, RCVS Council, RCVS Standards Committee, as well as RCVS staff, was very saddened to hear of the sudden death of Rebecca, or Becca as we knew her, last week.

"She was a true advocate for equine welfare and in her many years on the RESC worked to continually improve the quality and consistency of riding establishment inspections, all in the interests of enhanced horse welfare and rider safety."