New Clients: The Lifeblood of Your Independent Veterinary Practice

New Clients Are the Heartbeat of Your Independent Veterinary Practice

New clients and their pet family members bring energy to your schedule. They engage your team and ensure financial stability. For independent practice owners, attracting a steady stream of new clients is essential. This is because it offsets natural attrition:

• pet loss
• clients relocating
• switching to competitors.

Hit the sweet spot of 30–40 new clients per month per full-time veterinarian. What is the result? If you pair it with strong forward booking, you’ll maintain a thriving practice.  And even better–it will support profitability without overwhelming your team.

If you are missing that mark, you risk falling below sustainable levels, which could force fee increases that push clients away from the “Goldilocks Zone”—pricing that feels fair and avoids the “too expensive” label.

The key to staying competitive lies in a smart, localized marketing strategy, a welcoming New Client Concierge, and user-friendly self-scheduling systems tailored to your community’s needs.

How Many New Clients Are Enough?

Aim for 30–40 new clients per month per full-time veterinarian to achieve roughly 450 transactions per DVM, balancing revenue with manageable workloads. Too few clients, and your independent practice may struggle to cover overhead, leading to tough choices like reduced hours or staff cuts. Too many, and you risk stretching your small team thin, compromising the personalized care that sets you apart from larger competitors.

Tracking Your Numbers is Key

Use your practice management software to track new client numbers and create a simple Google Sheet to graph monthly totals, spotting trends like seasonal dips. For example, a slow February could prompt a “Spring Pet Check” promotion to boost appointments, keeping your practice financially healthy and competitive.

Outflow = Inflow: Building a Smart, Local Marketing Program

To compete with larger practices, your marketing must be hyper-local and emotionally resonant. Forget generic ads with stock pet photos—focus on campaigns that reflect your community’s unique needs and values. For example, an independent practice in a small town with an older audience might send postcards offering “Free Heartworm Testing for Local Heroes” to appeal to first responders or teachers. A practice near a dog park could post Instagram reels of a “Paws in the Park” event, inviting new clients for a free wellness exam. These targeted efforts build trust and drive bookings by showing you understand your community.

Consider Dr. Smith’s Village Vet, an independent practice that increased new clients by 20% in four months. Their strategy? A Facebook campaign showcasing a client’s rescued kitten with the tagline, “New to town? Let’s keep your pet purring!” paired with a free first visit. The campaign’s local focus and clear call to action led to 40 new appointments in the first month. To maximize impact:

• Compelling Visuals: Use photos of local pets (with owner permission) for authenticity.
• Clear Messaging: Promote specific services, like “Book a free dental check today!”
• Right Channels: Focus on platforms your clients use—Facebook for families, Instagram for younger pet owners, or local bulletin boards for rural areas.

Independent practices have an edge: your personal touch. Leverage it by featuring your team in campaigns, reinforcing your commitment to the community.

Surveys: Your Competitive Advantage

To stand out, you need to know what your clients value. Surveys are your secret weapon, helping you map your community’s needs without the budget of a corporate chain. Try these:

• Client Feedback Forms: Leave forms in your waiting room or email them post-visit, asking about preferred services or hours.
• Community Observation: Spend a morning outside your practice noting client patterns. In a family-heavy area, you might spot a need for weekend hours, prompting a “Saturday Snuggle Check” campaign.
• Social Media Polls: Ask on Facebook, “Would you prefer evening appointments or same-day urgent care?”
• Local Events: Chat with pet owners at community fairs to learn their pain points, like affordable flea prevention.

For example, an independent practice discovered via survey that clients wanted faster appointment access. They launched a “Quick Paws Check” for same-day bookings, promoted with a flyer at the local coffee shop, leading to a 12% new client increase in two months. Surveys help you invest your limited marketing budget wisely, ensuring campaigns hit the mark.

Your “Point Guard”: The New Client Concierge

Your marketing draws inquiries but converting them into loyal clients requires a stellar New Client Concierge—your practice’s friendly face. Independent practices thrive on personal connections, so pick your most outgoing team member for this role. Train them to use “Questions of Concern” like:

• “What’s your pet’s favorite treat?”
• “How did you find us today?”
• “You’re doing such a great job caring for Fluffy!”

These build rapport, encouraging clients to book a free “Meet & Greet.” A skilled Concierge can convert over 85% of inquiries into appointments, giving you an edge over less personal competitors. For small practices, this role is critical—your Concierge is often the first impression clients get. Role-play scenarios weekly to keep skills sharp and use systems like Weave to monitor calls for consistency.

The 2021 Mystery Call Study: A Lesson for Independents

In 2021, a Mystery Call Study of 564 veterinary practices revealed a harsh truth: the average practice scored 3–4 out of 10 for client inquiry handling. Top performers, often independent practices, stood out with warm, engaging CSRs who asked questions like, “What’s your pup’s favorite game?” One practice sent a follow-up text with a vet’s photo, saying, “We can’t wait to meet Max!” This personal touch helped them compete with bigger players. Avoid losing clients at “Hello, that’s $400.” Train your Concierge with scripts and empathy to turn inquiries into loyal clients, setting your practice apart.

User-Friendly Self-Scheduling Systems

Self-scheduling systems like Chckvet let clients book online, saving your team time. For existing clients, this is a game-changer, streamlining repeat visits. However, for new clients, who could bring in $18,000 over a pet’s lifetime, don’t rely solely on tech. Use your Concierge for that critical first call to build trust and guide clients into your practice. Use AI tools to free up staff for these personal interactions, not replace them. A hybrid approach—self-scheduling for regulars, personal touch for new clients—keeps you competitive and client-focused.

Overcoming Common Barriers

Independent practices face unique challenges in attracting new clients:

• Limited Budget: You can’t outspend corporate chains, so focus on low-cost, high-impact marketing like local partnerships or social media.
• Small Teams: Train your staff to multitask, ensuring your Concierge is both friendly and efficient.
• Time Constraints: Automate tracking with practice management software to monitor new client trends without manual effort.
• Competition: Differentiate with personalized service—highlight your community roots in every campaign.

Address these to keep your practice thriving in a competitive market.

Action Items for Immediate Impact

• Track New Clients: Graph monthly new client numbers in a Google Sheet to spot trends.
• Create Local Promotions: Design a campaign with a local pet photo and a call to action, like “Book a free wellness exam!” Track results.
• Train Your Concierge: Select your friendliest staff member and train them on rapport-building questions.
• Monitor Calls: Use tools like Weave to ensure your front desk shines.
• Personalize Follow-Ups: Send a text or video from you, the owner, welcoming new clients.
• Implement Self-Scheduling: Use a system like Chckvet for existing clients, reserving personal calls for new ones.

Unlock Your Practice’s Potential

Ready to grow your independent practice? Complete our Practice Potential Analysis, a tailored tool to assess your strengths and offer strategies to attract and retain clients. Stay competitive by leveraging your community connection and personal touch—your greatest assets in a crowded market.

To your success!

Dr. Joel Parker