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Does It Really Matter? Yes, More Than You May Know.

Your survival – the very existence and value of your practice – depends on client retention. Consider this famous and classic logic chain from the Harvard Business School.

The Service Profit Chain:

Employee Satisfaction

Employee Retention

Outstanding Client Service

Client Satisfaction

Client Retention


How do you achieve a profit in a service business? In short, happy employees stay with your practice. Satisfied, experienced employees consistently deliver outstanding service to clients, making them happy. Satisfied clients return to your practice again and again – spending more money each year.

Said differently, your veterinary practice produces a healthy profit from happy, returning clients who received great service (had a great experience) delivered by happy, tenured staffers.