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7 Ways to increase client loyalty and retention

For Veterinary Practices
Prescribe Now
For Pet & Horse Owners
Manage Your Prescriptions
Monday, August 29, 2011

Kim, customer care senior support specialist, and Buddy After reading the research, watching the trends and considering our own experience in the matter, we've compiled our list of ways to increase client loyalty and retention for your veterinary practice and want to share with you the top 7.

  1. Provide information to owners so that they can become active participants in their pets' health.
  2. Spend quality time with patients and their owners during office visits.
  3. Create a comfortable, welcoming environment.
  4. Provide ongoing training for your staff, so they can be increasingly responsive and helpful.
  5. Limit waiting time for pets and their owners.
  6. Increase communication and follow-up, like phone calls, with pet owners.
  7. Provide treatment solutions for hard-to-treat animals.


The high cost of defection

According to recent studies, the number of unhappy veterinary clients may be larger than you think:

  • The average companion animal clinic loses 10 - 15% of its client base every year.
  • 38% of patients never return after a first visit. The main reason is lack of attention from the practice and too little of the veterinarian’s time.
  • Only 25% of owners reported that their vet appointments lasted more than 10 minutes – a major reason why they switch.


Get more out of your veterinary practice.

Non-compliance, losing customers and increasing costs are key challenges that your practice faces every day. These challenges could cost your practice your most valuable assets: time, money and patients. That’s why we develop innovative ways to deliver medications, services and solutions that go beyond the basics, to help you with every facet of your practice.

We've recently published an eBook, 3 ways to get more out of your veterinary practice: Improve compliance, client retention and profitability with compounding, now available on our website. In it, you will get a comprehensive overview of:

  • what options you have for your most difficult-to-medicate patients
  • how to improve the patient/pet owner experience during visits
  • innovative ways to keep costs down for your practice
  • new programs designed to make prescribing even easier for you
Your copy of 3 ways to get more out of your veterinary practice from Wedgewood Pharmacy is now available for download.


Bonus material for veterinary team members



Renee Lupo, R.Ph., F.A.C.A., F.A.C.V.P.
Renee Lupo, R.Ph., F.A.C.A., F.A.C.V.P.
Technical-Services Pharmacist
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About Renee Lupo

Renee Lupo, R. Ph, F.A.C.A., F.A.C.V.P., technical-services pharmacist for Wedgewood Pharmacy, was the company's lead technical/clinical pharmacist, working with prescribers and their staffs to develop custom formulations. She passed away on May 31, 2012, after a brief illness. A scholarship was established in her name at the University of the Sciences.

The views expressed on this blog are solely those of the writer and do not necessarily reflect the opinions or positions of Wedgewood Pharmacy.

Medications compounded by Wedgewood Pharmacy are prepared at the direction of a veterinarian. Many compounded preparations are commonly prescribed, and supported by literature, to treat particular disease states, but you should always consult your veterinarian before taking or administering any compounded medication. Wedgewood Pharmacy does not make claims for the efficacy of its compounded preparations.
Renee Lupo, R.Ph., F.A.C.A., F.A.C.V.P., Technical-Services Pharmacist 8/29/2011 9:21:00 AM

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