I just started at a new hospital that has been losing a lot of clients lately due to being mismanaged. What are some ideas to create a positive customer experience and keep them coming back? I'm looking for some extremely creative ideas to help rebuild the hospital's reputation in our city.

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You should first look into why a lot of mismanagement happens. Make sure your staff is competent enough, so even if they make mistakes at first they will get better over time. Probably too late to bring back the clients that left, but you can start getting new ones my posting on social media, making cold calls, maybe send newsletters.

Are there any community events you could sponsor or have a booth at? Even for non pet-centric events a doggie cooling station or fun game could help you interact with the community. When they see you engaging with them and their pets they may be willing to give you a second chance!

Have them feel out a survey to know which ways you could improve? Incorporate softwares to organize things

Have you fixed the problem yet?
You need to address the cause(s) of losing clients before you can start restoring the reputation of the clinic

Surveys are great. But have to be anonymous.

What do your reviews say on social?

What are the complaints from the owners when they visit?

How much time do you spend on the floor? Are you friendly without interfering? Do you give positive feedback to staff members when you catch them doing something right? Do they need more training?

You could hire a trainer who can help assess and dx the issue. A trainer that specializes in vet practice mgt with a focus on communication skills ( this includes listening skills and body language). Next, Training for internal marketing is a good investment.

What/ who is the weak link in the chain in terms of contact points throughout the client/owner visit cycle? From first point of contact to the last. Talk to your staff one-on-one but in a friendly, non-punitive way to discover issues you aren't aware of Have after hours get-togethers with them outside the clinic so they are more comfortable opening up to you. Chances are they aren't happy if you're losing clients. That is a symptom of something internal.

More visibility such as social media, advertising, and the cost of putting on an event, wont fix the problem.

I would like to see an improvement in the attrition rate before spending money on new client acquisition.

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