Page 76 - Client Coordinator

3032 – Referral Program

Results Statement: To assure we have a steadily growing number of patients and a growing number
of active clients. We do this by encouraging all of our clients to happily refer
their friends and family to us.

Primary Responsible Position: Client Coordinator (receptionists and all others participate daily)

Other Positions w/Procedure: Receptionist

Why: If we have added value to the lives of our client and their pet they would be
happy to have their friends and/or family’s pet get the same help from us. In
addition, the referring client will get a $20 credit. Ultimately this will assure we
grow the number happy clients and pets whose lives are improved because of
us.

When: No satisfied client EVER leaves our hospital without being asked if they know of
others we can help and informed of our great referral program

What: Immediately after every client is checked out (see check-out procedure under
receptionists we do TWO things BEFORE every client exits!

1. Book their next visit NOW in a friendly helpful way (see check-out
procedure)
2. Encourage referrals of their friends and family. We do this in a way that
makes them happy to tell others.

How: LVH Staff: “How was your visit?”
Client: “Great! Everyone loved my dog.”

LVH Staff: “I am happy to hear that. (NOTE: if you know the client may already
have a card they have not yet given out. If so ask them if they have the card.)
Do you have any friends or family with pets that we may be able to help?”
Client: “Maybe.”

LVH Staff: “Who?”
Client: “Well my neighbor Pam has a dog that limps all the time.”

LVH staff: “We would love to help. We have a great referral program. Give
Pam this card (hand her the card). She will get a free exam and 50% off her
pet’s first groom. You will get a $20 credit on your account.”
LVH Staff: “Let us know you need any more. Thanks!”

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