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4 Simple Ways to Turn Clients and Employees into Ambassadors for Your Practice

Updated: May 4

Did you know that 83% of Americans say that a word of mouth recommendation from a friend or family member makes them more likely to purchase that product or service? That makes word of mouth one of, if not the most effective form of marketing. As such, your employees and your clients essentially become your most valuable marketing assets.

That being said, you shouldn’t just sit around and hope that your clients will spread the word or that your team members will sing your praises. You have to be proactive. Here’s how.

Deliver on the little things

Your clients expect that you’ll provide good medical care to their pets. Your employees expect that you’ll pay them on time and treat them with respect. But while these things are certainly important, they’re not enough to get people energized and excited about your practice.

To accomplish this, you need to go above and beyond to deliver the unexpected.

Things like greeting a client outside with an umbrella on a rainy day, following up on a patient after a procedure or illness, and recognizing and rewarding your team for a job well-done. Those are the things that will really get people buzzing about your practice.

Show gratitude

Whenever you’re feeling overwhelmed or stagnant in your practice, take a step back and acknowledge the good in things. Your loyal clients, without whom you wouldn’t even be in business. Your rock star employees who are dedicated to carrying out your mission and vision.

Practicing gratitude, both internally as well as outwardly, can do wonders not just for your own mood and morale, but for that of the people around you. Say thank you often and be genuine. Show your appreciation for your clients and employees. In turn, they will repay you with continued support.

Give back

It should go without saying, but giving back through things like donations and volunteerism can make a tremendous difference, not only to those you are helping, but to your reputation as a whole. One study showed that charitable giving can increase employee productivity by 13%. Furthermore, 6 out of 10 Millennials list “a sense of purpose” as a big part of the reason they chose to work for their current employer. Engaged, productive and happy employees will naturally want to share their experience with others.

From a client perspective, 90% of consumers say they’d switch brands to one associated with a cause that matters to them. When you make community involvement and social causes a priority, your clients will know that by choosing you as their vet, a portion of the money they spend with you will go to helping others. And they’ll gladly spread the word about it.


The easiest way to get people to share their positive experiences with your practice is to come right out and ask. Seriously. 86% of consumers say they’d consider leaving a review for a business if prompted to do so. And since the same percentage of people will turn to online reviews before choosing a local provider, getting more positive comments is important. Post reminders at the front desk, include a link to your third party review pages in online communications and make it as easy as possible for people to share their stories.

You can do the same with your employees. Sites like Glassdoor and Indeed offer areas where current and former employees can rate your practice and provide valuable feedback, both for prospective clients/employees as well as for yourself. If your team is happy and engaged, they should be more than comfortable sharing their insight online.

Of all the time, money and resources you put into marketing your practice, perhaps no avenue is more important than the people with whom you interact on a daily basis. Getting your employees and your clients engaged and excited about your practice will produce valuable returns for many years to come.

Our Advice on How to Turn Clients and Employees into Ambassadors for Vet Practice in 2024

What are the key reasons why word of mouth is considered an effective form of marketing, especially in the context of veterinary practices?

Word of mouth is highly effective in veterinary practices because personal recommendations build trust and credibility. Clients are more likely to trust a friend or family member's experiences over traditional advertising. Happy clients sharing positive experiences can significantly enhance a practice's reputation, drawing in new clients who value honest, trustworthy feedback about the care their pets will receive. This organic form of marketing often results in loyal, long-term client relationships.

Why is showing gratitude important in a veterinary practice, and how can it turn clients and employees into ambassadors?

In veterinary practice, showing gratitude fosters a positive atmosphere, enhancing client and employee satisfaction. Appreciation makes clients feel valued and employees motivated, increasing loyalty. When clients and staff feel acknowledged, they're more likely to advocate for the practice, sharing their positive experiences and promoting it as a caring, attentive environment. This word-of-mouth endorsement is invaluable for practice growth and reputation.

How can a veterinary practice ensure that clients and employees are engaged and excited about the practice?

A veterinary practice should create a welcoming, compassionate environment to engage clients and employees. It should regularly seek feedback to improve services and acknowledge employee contributions, fostering a team spirit. Offering client educational sessions and continuous learning opportunities for staff keeps everyone informed and enthusiastic. Celebrating successes and milestones, big and small, helps build a sense of community and shared purpose, making clients and employees feel connected and valued.

What role do gratitude and appreciation play in fostering a positive work environment and client relationship in veterinary practices?

Gratitude and appreciation in veterinary practices are vital for morale and loyalty. They create a positive work culture where staff feel valued and motivated, leading to better client service. When clients see a caring, appreciative team, it builds trust and satisfaction, encouraging repeat visits and referrals. Acknowledging team efforts and client loyalty fosters a sense of community, which is essential for a thriving practice.

Why is it essential for veterinary practices to invest in marketing strategies that engage their clients and employees?

Investing in marketing strategies that engage clients and employees is crucial for veterinary practices. These strategies strengthen client relationships, enhancing retention and referrals. Engaged employees deliver better care, improving client satisfaction. This approach fosters a supportive community around the practice, driving growth and reputation. Engaging in marketing creates a positive cycle where satisfied clients and motivated staff promote the practice, attracting more clients and talented employees.

Want more practice management tips and tricks? Bookmark the DVMelite blog and check back often for fresh, relevant content.

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