Marketing is essential to the practice of medicine, and educating your clients is essential to marketing. Your clients won't
buy products and services they don't know about - even ones that could save their pet's life. It's part of our job responsibility
to teach our clients about heartworm disease, dental care, vaccinations and all of our other great health care offerings.
That's client education - and it's marketing as well.
Client education offers abundance of marketing opportunities
News to clients
My philosophy is that if a patient of mine dies of a disease for which I had a preventative that I never told my client about,
that pet's death is my fault. Only when the client makes an informed decision about what level of care they want for their
pet is it their responsibility. Clients don't take Pet Care 101 in high school or college. Most clients don't subscribe to
Dog Fancy magazine or the Cornell Feline Newsletter either. The only way my clients usually learn about pet care is through
me - and I take that responsibility seriously.
The average person needs to hear about a product or service five times before they will purchase it. So you're not off the
hook if you mentioned feline Heartgard?? to a client once. You need to have a program of client education that presents topics
multiple times. It's also essential to get your entire team involved. If you are all helping to support each other in your
marketing goals, by mentioning topics over and over to clients, clients will get the repetition they need to agree to the
dental prophy or parasite control you recommend for the pet.
This gets more and more complicated, doesn't it? You have to include staff training and education in your marketing plan too!
Team members can't promote products or services they know nothing about, any more than a client will purchase a product they've
never heard of. Team members who understand how good medicine benefits both the patient and the practice will work together
to promote that good level of care to the clients.
The neat thing about client education and marketing is how great the opportunities are for us. I have about 1,800 active clients
on file. Those clients bring their spouses, children, friends, parents, boyfriends and girlfriends along with them into the
veterinary hospital. In my little practice alone I probably have the opportunity to educate over 5,000 people each year about
pet care - what to feed their pets, how to avoid or treat behavior problems, how to prevent diseases and parasites. The number
of people you can reach is pretty amazing when you stop to think about it, isn't it? The pet care topics you talk to your
clients about are accompanied by products and services that bring income to the practice. Best of all, they help your patients
live longer, healthier lives.
In my practice we give new clients a three-ring binder full of pet care information at their first well-patient visit. We
customize it for the age, species and risk factors of the pet. We go over it with the client in detail. Then we add to it
at each yearly visit. We choose a topic for each year, and we give the client a handout on that subject along with their report
card at their annual visit. This ensures we remember to present it to every client - that each pet owner has the opportunity
to learn something new about pet care and to take that information home to their family members who weren't present for the
exam. Topics we've covered have included feline heartworm, Lyme vaccination, Bordetella, choosing chew toys and treats, feline
vaccination sarcomas and nutrition. The core of my marketing program is not the yellow pages or fancy gimmicks - it's to teach
clients what I offer and how their pets could benefit from these services and products.
The veterinary team needs to relay information on new products and services several times to clients before they will decide
to purchase them. Offering this material in different venues will help the client gain a better understanding of the message
the practice is trying to convey.
We train our team members using the same materials we give to clients. Part of the required reading for a new employee at
my practice is the sets of three-ring binders for puppies, kittens, adult dogs and cats, and senior pets. We make sure everyone
knows exactly what we recommend and why. This ensures the clients are getting consistent messages, no matter which team member
they talk to, about care for their pet. We reinforce these messages with newsletters, exam room videos and reminders.
Keep training wheels turning
We use other training materials as well. For two hours each week we have training for new staff members that we call "Quizzes."
These are sets of questions such as "What vaccinations are required before a pet can enter the hospital for a spay or neuter?"
or "What vaccinations are included in our puppy and kitten packages?" How would your staff answer when the client asks, "Why
does my pet have to stay overnight after surgery?" or "I've heard that spaying my dog will make her fat." We give answers
and scripts for hundreds of common questions and situations for parasites, vaccinations,