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Create Lifetime Clients

"Your customer doesn’t care how much you know until they know how much you care." - Damon Richards

Are you adding value to your clients?

Have you encountered one or more of the following situations with clients?

  • - The surgical procedure you performed on your patient was very successful, but the pet owner left dissatisfied about the bill.
    - Your client was upset because your staff did not show appropriate concern for the health issue of her pet.
    - Your clients are challenging you with veterinary advice they read on the internet.
    - You are wondering why the pet owner did exactly the opposite of what you recommended, even though you gave her very detailed instructions.

Your veterinary skills alone may not help you in communicating effectively and engaging with your clients. You may sometimes experience challenging encounters and, like all professionals in a service industry, you will receive client complaints.

First class client service has to be the foundation of an excellent reputation for your practice. Failing to provide this will undermine all the hard work invested in building trust and confidence. Moreover, each client is different and we need to pay attention to what their specific requirements maybe.

Focusing on the client is more vital than ever because the competitive environment makes us vulnerable to the loss of our greatest resource—our clients. If you feel that you need ‘hands on’ help and a fresh approach in your communication strategy with clients then my Create Lifetime Clients Programme is for you!

Objectives of Create Lifetime Clients Programme

“A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so” – Mahatma Gandhi

Every veterinary practice wants to be client oriented and many practices consider themselves to be so. But are they? Are your clients feeling valued? Does everyone in your team have the same understanding about what it takes to offer not just a standard but an exceptional client service?

If your client service does not consistently meet the standards that you intend then you need a programme specifically designed to:

  • - help you and your team to consistently deliver excellent client service.
    - improve your communication skills so you can get your message across at all times.
    - provide you with a process for resolving customer complaints effectively.
    - help you offer your clients an exceptional experience every time they interact with you and your team.
    - ultimately, to create not simply satisfied customers but excited fans of your practice.

What will happen in this Programme?

This programme consists of an interactive workshop for you and your team, specifically tailored to the needs of your business. During this workshop we will take real cases, dissect viewpoints of each party involved, and suggest communication techniques to address the situation striving for a win–win outcome.

More specifically:

  • - We will highlight the most common mistakes in communications with clients and share techniques on how to avoid them.
    - You will learn about the different communicating styles that people use and how to adapt your message to match them.
    - You will practice active listening in order to provide each client with the value he or she specifically seeks.
    - You will learn effective techniques on how to get your message across and increase client compliance.
    - We will provide a simple yet effective step by step process for resolving complaints, as well as some key guidelines to follow in dealing with challenging customers.

Results that you can expect

The Create Lifetime Clients programme gives you the tools and insights you need to communicate more clearly and persuasively with your clients. Participants will be able to immediately apply simple, practical techniques that will help them:

• Engage clients and build loyalty.
• Improve both verbal and non-verbal communication skills.
• Maintain professionalism in every situation.
• Ask the right questions to gain insight into the customer experience.
• Follow a consistent process to efficiently resolve client complaints, ensuring that they deal with the emotional and practical aspects of each client’s issue.

Structure of the Programme

Group size: 5-25

Time required:

Half day to 2-day interactive workshop


Every program we offer can be tailored to meet your goals and desired outcomes.

The Next Step

If you would like to explore working with me, please fill out the form below. I will contact you to set up a meeting to learn more about your team, your goals and challenges.

I will then explain in more detail how we will work together and answer any questions that you may have.

Please fill out every field in the form below.

I look forward to hearing from you!

Elli Kalemtzaki

Questionnaire for Create Lifetime Clients Programme

Please fill out every field below.

Thanks for filling out the form.

As soon as I get it I'll get back to you to set up a time to talk –
Elli Kalemtzaki


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