There is a 60% chance that you need to get some clients back in the door? Join us 6 September midday!
We have been monitoring client attrition for many years. This is the percentage of clients who visited you 2 years ago and that didn’t come back to see you this year. It was relatively stable at 25% average – this still seems high as it means that 1 in 4 clients that you saw last year you won’t see this year. However the average has now increased to 30%. We were astounded when we were putting together the KPIs for 2023 to see such a large increase. This means that nearly 1 in 3 clients won’t be back to visit you, and that the average client only lasts 3 years with you! This decreases the lifetime client value at veterinary practices by 20%-25% because the time with your business is cut down from 4 years to 3 years.
We were concerned that this was starting to happen many months ago and therefore invested time and money to develop a managed service using profitdiagnostix software to help you to re-activate lost clients using text messages. This has now been in use for a number of clients and we are seeing very positive results. Text messaging is the most reliable way for you to contact these clients and encourage them to visit you again. It also encourages 2 way dialogue and you can get some very interesting feedback from some clients.
If you think this is a potential problem for you (and based on what we are seeing, it will be an issue for about 60% of practices) then join us for our masterclass at midday on the 6th September.
The best time to act is NOW, don’t wait until it’s too late! We feel very strongly that in the current economic environment, managing your client attrition will be one of the key things you can do to ensure adequate workload and profitability over the next 3-4 years.
In this masterclass we will take you through our industry health tracker, client attrition and a quick way to reactivate disengaged clients.
To register for this event on the 6th September click here: