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Keeping contented clients

WITH the number of pet owners in decline, it is increasingly important for veterinary practices to retain existing clients, as well as to attract new ones. Here, Ross Tiffin discusses the findings of two marketing surveys looking at customer service, carried out within and beyond the veterinary world, which provide some food for thought. He also puts forward a practical plan of action to help practices improve communication with clients and build a solid foundation for the future.

Ross Tiffin spent nearly 10 years as managing director of Hill's in the UK, and commercial director for northern Europe. He subsequently worked as managing director of Veterinary Business Development before establishing his own company, Tartan Healthcare Strategy, in 2002. He was a joint author of Quo Vadis? and writes and speaks widely in the UK and abroad on the dynamics of the veterinary industry and the changing interface with consumers. He is also a director of Onswitch Insight, a company that provides insight and support to veterinary businesses.