In veterinary practice, clinical expertise is essential – but it’s only half of the story. The other half? The relationship you build with your clients.
Engaged clients are more likely to follow your advice, trust your recommendations, and become loyal advocates for your clinic. And in a time when visits are down and costs are rising, strong client relationships are more important than ever.
Let’s explore why client engagement matters – and how you can strengthen it in simple, sustainable ways.
Pet owners crave information, but don’t always know where to look
According to a 2024 survey by Companion Animals NZ(1), 81% of pet owners say their pet’s happiness is very important – yet many admit they don’t fully understand their pet’s emotional needs.
This gap is an opportunity for clinics. Educational content – delivered in a way that’s easy to access and understand – empowers clients to make better decisions, strengthens their bond with your clinic, and improves their pets’ wellbeing. It shows you care.
Communication builds trust, and trust drives compliance
Good communication is about listening, empathising,and making space for questions.
A 2020 review in BMC Veterinary Research(2) found that when vets communicate clearly and with empathy, clients are far more likely to stick to treatment plans, follow preventive care recommendations and return for follow-ups. This is how client engagement helps you build trust over time.
Clients are visiting less, so you need to stay top-of-mind
US data(3) shows that, between 2023 and 2024, the time between vet visits increased by 48%. You may have noticed the same trend here in New Zealand.
This trend is driven largely by cost-of-living pressures. That means many pet owners, even the loyal ones, are delaying care. To stay top-of-mind, your clinic needs to be present between visits, not just at appointment time. A reminder, a newsletter, and educational content can make all the difference.
Make every client feel seen
Today’s clients expect communication that feels personal – not generic. A quick message that includes their pet’s name and a relevant tip? That stands out.
Tailoring content and advice based on a pet’s age, breed, or medical history helps clients feel seen and supported. And that personal touch? It’s one of the best ways to build loyalty.
Listen, learn, improve
Clients also want to feel heard. So regularly asking for feedback, and acting on it, shows you value their voice.
A quick end-of-visit prompt or follow-up survey can uncover what’s working, what’s not, and where you can improve. When clients feel heard, they’re more likely to stay.
How Vetdesk can help
Connection counts, but it doesn’t have to be time-consuming.
Vetdesk gives you a smarter way to stay close to your clients, even when they’re not in the clinic. From automated reminders and online bookings to tailored educational content, it’s all delivered through your fully branded clinic app – no extra admin needed.
Ready to turn everyday communication into stronger relationships?
👉 Request a demo today and see how Vetdesk can support your clinic.
Sources:
- 1. Companion Animals NZ, 2024 Survey
- 2. An integrated review of the role of communication in veterinary clinical practice (2020)
- 3. Veterinary visits decline as clients face rising costs, data reveals (2025)
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