Boosting Retention in Your Veterinary Clinic: Strategies for Keeping Your Clients, and Your Staff, Loyal and Satisfied
1.0 CE Credit Hour / Veterinarians & Veterinary Technicians
Overview:
Veterinary care is undergoing a fundamental change. One in which the success of your practice is more and more dependent on the client experience in terms of both customer service and medical care. Is your veterinary practice keeping up with the needs, wants, and desires of today’s pet owner?
In addition, a tight labor market means that the retention and satisfaction of veterinary staff is under the stress and strain of change too. What is your practice doing to meet the needs, wants, and desires of today’s VetMed professionals?
We will focus on the ways in which technology is able to help increase the overall satisfaction and loyalty of your clients and your staff by catering to the needs of today’s pet owners while also reducing the workload of short staffed, overburden veterinary practices.
We will also focus on the various ways in which a veterinary practice is able to utilize technology to engage with pet owners that increases feelings of belonging, increases the sense of my vet cares about me and my pet, that leads to an increase in loyalty to your practice and compliance to your medical recommendations.
Learning Objectives:
- Outline and identify how utilizing technology is able to streamline redundant time-consuming administrative tasks in order to focus on client care, increase pet owner compliance, and clinic revenue
- Recognize and illustrate how using technology helps to maintain engagement with the pet owner increasing their feelings of belonging, compliance, and loyalty by keeping your clinic top of mind as a valuable resource for their pets’ healthcare through consistent client communication
- Identify and examine the benefits of utilizing technology; the cost savings of having technology do things (client communication, refill reminders, etc.) vs your staff, the cost of retaining a client vs the cost of attracting a new client, and the importance of communication in the continuity of pet healthcare
Ernest E. Ward, DVM, CVFT
Dr. Ernie Ward is an award-winning veterinarian, internationally known speaker, impact entrepreneur, author of several books, columnist, and media personality. A 1992 graduate of the University of Georgia, he was voted Speaker of the Year at both VMX and WVC conferences, the 2018 Veterinary Journalist of the Year, received the US National Practice of Excellence Award, and received many veterinary and civic recognitions. He currently serves as Veterinary Medical Lead for Basepaws by Zoetis, a pet genetics company he has served since 2018, as Chief Veterinary Officer for VerticalVet, a group purchasing organization he co-founded in 2018 representing over 1,500 veterinary clinics in the US, and as Founder and President of the Association for Pet Obesity Prevention. When he’s not with family or pet patients, he can be found contemplating solutions for both the veterinary profession and the planet during endurance athletics, meditation, and on his award-winning weekly podcast, the Veterinary Viewfinder, or his regular column, “Opening Shots,” in NAVC’s “Today’s Veterinary Business.”
Moderator: Adam Christman, DVM, MBA
Adam Christman, DVM, MBA, is the chief veterinary officer for dvm360®—an MJH Life Sciences Company™—who oversees content strategy and development and is the brand voice and personality for dvm360®’s multimedia channels. As a charismatic leader, he brings wit, humor, and authenticity to animal health care as the host of dvm360 Live!™ a new web-based talk show, The Vet Blast Podcast, continuing education webinars, and live media broadcasts.
Christman has also been in private practice and shelter medicine for 18 years and is currently a member and Treasurer of the New Jersey Veterinary Medical Association. He received his DVM degree from Iowa State University’s College of Veterinary Medicine and his MBA from Aspen University.
Christman is a national thought leader, speaker and author on practice management, social media, and rehabilitation, and co-authored, Honey, Have You Squeezed the Dachshund? A Pet Owner’s Guide for Owners Who Are Terrified of IVDD—a book on dogs with disabilities. He has been featured in multiple publications and appeared on various multimedia shows throughout the country sharing his expertise and passion on all things veterinary medicine.
As an avid social media influencer for animal health care, he has over 800K followers on TikTok and 53K followers on Instagram. He loves to engage with fellow pet parents and veterinary professionals across social media. Christman is an advocate of Pride VMC and Pawsibilities. He is also the proud dog dad to 4 dachshunds and believes no one should be deprived of the incredible human-animal bond.
This program has been approved for 1.0 hour of continuing education credit in jurisdictions that recognize RACE approval.
This activity is funded by MWI Animal Health.
