Continuing on from episode 100 is part 2 of Dr Francesca Brown's research about what vet clinic clients want.

The importance of training front line staff.

Regard staff training as an investment, not a cost.

A valuable strategy vet clinics can copy from dental clinics to help improve their bottom line.

How important (or not) is pet insurance?   

How the 20 / 80 Pareto Principal plays out in clinic and how you can implement strategies to get more clients like the 20% you currently have who’re bringing in 80% of your turnover.

The importance of putting the fee where it should be (intellectual property and capital) not with meds.

What to do when clients have referred to Dr Google.

The similarities between vet clinics and midwifery clinics that affect the bottom line and clients having a positive experience.

What would have been helpful for Dr Francesca to have heard / been taught, as a vet student.

What clinical auditing could look like to help improve vet clinic client satisfaction.

The importance of reverse-engineering what happens when things go wrong to ensure no repeat performance.

The difference between having values on the wall for all to see and those clinics that live their values.

How growing clinics use feedback – positive and negative - to propel them forward.

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