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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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RUMA CA&E extends survey deadline

News Story 1
 RUMA CA&E has extended the deadline for its online survey into vaccine availability.

Vets, SQPs, retailers and wholesalers will now have until Friday, 26 September at 5pm to submit their response.

The survey aims to further understanding into the vaccine supply challenges faced by the sector. It will also consider the short and long term impacts of disruption issues.

Insights are anonymous, and will be shared with industry stakeholders and government bodies.

The survey can be accessed here. 

Click here for more...
News Shorts
BSAVA publishes Guide to Nutrition in Small Animal Practice

The BSAVA has added a small animal nutrition advice booklet to its series of BSAVA guides.

The BSAVA Guide to Nutrition in Small Animal Practice offers a resource for veterinary professionals to provide appropriate nutrition for animals. As well as maintaining the wellbeing of healthy pets, the guide explores how nutritional requirements change in times of illness and disease.

The guide is divided into five sections, which explore the importance of nutritional assessment; diet types; feeding at different life stages; feeding for specific situations; and feeding for specific diseases. Online resources are also in the BSAVA Library including client handouts and videos.

It is designed to be suitable for referencing, in-depth case planning and team training sessions.

The BSAVA Guide to Nutrition in Small Animal Practice can be purchased online from the BSAVA store.