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VHMA Strategic Pricing BEST PRACTICE TOOL: MANAGING CLIENT EXPERIENCES
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VALUE-BASED Strategic Pricing Best Practice for Veterinary Practices
Managing Client Expectations Understanding and managing client experiences is critical in today’s environment to compete effectively with low-cost providers, build a sustainable veterinary practice, and to fully understand and respond to changes in clients’ behavior. Many veterinary practice leaders focus mainly on providing sound medical advice to pet owners and measure their success by the health outcomes of the pets they serve. However, pet owners choose veterinary practices and continue to patronize them based on many other criteria beyond the quality of medical care provided to the pet. The client’s experience drives their decision making, and in many cases, they are looking for quality experiences over the lowest cost product or service. Thus, veterinary practice managers must broaden their attention to understanding and managing every aspect of the client’s experience with the practice. This best practice tool will provide you with a detailed understanding of how to manage your clients’ experiences by understanding the different criteria that matter to them. We will consider what client experience is and the benefits to your practice from managing your clients’ experience. We will define key concepts in client experience management, including client journeys, touchpoints, client motivations, and journey mapping, and describe how to apply them to your practice. Finally, this tool provides five specific tips to help you create superior experiences for your clients and differentiate your practice from your competitors.
Cost: $0
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