5 Ways to Increase the Average Spend per Client per Year at Your Practice

5 Ways to Increase the Average Spend per Client per Year at Your Practice
Aug 9, 2023
8:00 PM (US Eastern Time)
Practice Management,
CE Credits:
RACE Approved:
Brian Faulkner
5 Ways to increase the average spend per client per year at your practice.
About this Course
Learning Objectives
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Webinar Description:  

A practice’s turnover per year is the product of 2 simple variables; active client numbers and yield.  An ‘active’ client is defined as a client who has spent anything at your practice within a given 12 month period.  Yield is defined as the average spend per client within that 12 month period. 
This webinar will focus on how practices can increase the client yield without having to increase your prices!  

Webinar Agenda:

The presenter has worked as a consultant with hundreds of veterinary practices in order to help them increase their yield (average spend per client per year).  Many practice owners assume that yield is mainly a determinant of the prices their client base can afford.  However, many are surprised to realise that practices with whom they are competing locally (whose clients have more or less the same some socio-economic profile) have a significantly higher average spend per client per year – even though their prices aren’t that much higher than their own.  And they wonder how on earth they are achieving it! 

Whilst the presenter does not deny that socio-economic variables will impact a practice’s yield to some degree, this webinar will focus on the internal ‘psycho-cultural’ variables that enable practices to significantly increase their yield. 

Clinical Orientation 

Different vets advocate different 'preferences' or 'defaults' with respect to what and how they mention and recommend the various clinical strategies available to them when presented with clinical cases. The presenter describes a veterinarian’s tendency to tackle cases reactively or proactively as their "Clinical Orientation". A ‘proactive’ clinical orientation refers to the tendency to work cases up toward a definitive diagnosis when possible, whereas a ‘reactive’ orientation refers to an increased tendency to treat a presumed-diagnosis as opposed to pursuing a definitive one. The clinical orientation of any given veterinarian, or perhaps the entire clinical team, is one of the main reasons why the yield between neighboring practices can be so different. 

This webinar will discuss the impact of the following 5 variables on a veterinary practice’s Clinical Orientation, and consequently the practice’s yield. 

1.  Time spent with the client and patient during the consultation
2.  Vet-client-patient continuity 
3.  The impact of equipment/skills available  
4.  How to make an assertive recommendation to clients without being pushy or ‘salesy’
5.  The potentially paradoxical effect experience has on clinical effectiveness due to bias