In this article, I’m exposing the truth about the state of client loyalty and retention in our industry—and why today's 'membership and loyalty' models are failing to deliver real results. This article is primarily dedicated to independent practices who need a gentle wake up call (before trends get worse) along with a fresh approach that will work for them to improve long-term client loyalty.
I. Introduction
In today’s competitive world of veterinary care, client loyalty is the key to long-term success. During her session titled "Building Lasting Bonds with a Data-Driven Approach" at the VHMA 2024 meeting, Brittany Yost shared some startling insights. (Link: Full Presentation Slide Deck)
One particularly eye-opening fact? The average companion animal clinic loses 10-15% of its clients every year. Visits are down, new client numbers are dropping, and client sensitivity to price is increasing dramatically. Ouch!
Based on the owner study by Cleveland Research Company, these trends are likely to continue. By the time you finish reading this, it will be clear why current solutions are falling flat and why implementing membership is the platform to make a dramatic impact against these trends.
But first, let’s dive deeper into the data.
II. The Data: Alarming Trends
Price Sensitivity:
In 2022, 10% of pet owners strongly agreed that higher prices would impact how quickly they'd take their pets to the vet. In 2023, that number jumped to 16%—a 60% increase in just one year!
Reduced Visits:
In 2022, 10% of pet owners strongly agreed they’d visit the vet less often to save money. By 2023, that figure grew to 19%, representing a 90% increase in just one year.
Cheaper Prescription Meds:
In 2022, 9% of pet owners said they’d search for cheaper prescription meds due to higher prices. By 2023, that number skyrocketed to 19%—a 111% increase in one year!
Although the study didn’t cover whether pet owners would leave their vet for a coupon or special offer from another clinic, it’s likely that number would also be high. Let’s not forget the Brakke study from 11 years ago, revealing that roughly 30% of pet owners were a coupon away from trying another clinic.
Dr. Peter Weinstein echoed this sentiment in a recent conversation, stating, “The pressure for practices to innovate and retain their clientele is more critical now than ever.”
III. Why Wellness Plans Fall Short
Wellness Plans, sadly, are the most common membership strategy in the industry. For about 12 years now, independent practices have scrambled trying to do what the Banfield's of the industry are doing to eventually discover they don't have the bandwidth to rely on vet techs to educate clients.
Here are the core reasons why.
Too Complicated:
Most practices don’t have the resources to operate such a complex system. These plans are full of misconceptions and if it takes an entire book as an operations manual to explain/operate, it’s too much.
Low Conversion:
Conversion rates for wellness plans are low, with only 1-4% of clients buying in. What about the other 96-99%?
Discount-Based:
Wellness plans result in an immediate hit to revenue and don’t foster long-term loyalty. Services are usually discounted heavily and bundled into the plan. The latest add on is practices are now giving 10% off ALL Services outside the plan.
Wellness plans really don't have to be that complicated just to improve compliance with basic preventative care.
IV. Common Loyalty Programs: Missing the Mark
Unlike wellness plans, common loyalty programs are often too basic and ineffective.
- No membership offer, no paid membership, so where’s the proof of deeper client commitment?
- Gimmicky incentives like paw stamps won’t keep pet owners loyal.
- No segmentation or special offers for top clients.
- No structure or strategy to drive additional revenue via incentivized offers, strategic bundles and packages
- Complicated reward systems that are confusing and carry little value.
One loyalty program requires clients to spend $2,000 before earning a $100 reward, this type of reward has very little impact on loyalty.
V. Rethinking Membership: A Blueprint for Success
A high-conversion, scalable membership model should be built on the following principles:
1. Membership as the Base:
Every fee-for-service client should be offered a clear membership plan to strengthen their commitment to the practice.
2. Clear and Concise Offers:
The membership value should be easy to understand and priced so that a decision can be made within 60 seconds.
3. Incentivize Frequent Visits:
Membership should include services that encourage 3-4 visits per year minimum, making it easier for clients to book appointments and for them to see you more often. Also, easy to understand rewards that can be used in the Future.
4. First-Time Client Strategy:
Offer a special FREE membership for first-time clients. Since 38% never return, a simple membership offer can retain 80-90% for a second visit, drastically improving retention metrics.
5. Reward Full Price Payments:
Clients should earn rewards when they pay full price, ensuring that the more they spend, the more they earn. This system automatically gives rewards top clients while not ignoring the rest of your client base at the same time. Rethink Discounting
6. Eliminate Discounting:
Replace discounts with “cash-back rewards.” Rewards are much more profitable. Here is more Rethink Discounting.
7. Simplified Sign-Up and Management:
Sign-up should take 30 seconds or less, and managing membership should be easy with automated communications and reminders.
8. Comprehensive Reporting:
Use data dashboards to track membership revenue and key performance indicators (KPIs).
9. High Conversion Rates:
A successful program should convert 30-75% of active clients into members.
10. Customizable Membership Levels:
Customizable membership is critical, but how they are released is even more important. You need a system with minimal administration drag but offer clients significant value and personalization at the same time.
11. Custom and Special Offers:
Membership names and structures should feel personalized, even if the pricing is the same. For example, offer customized memberships for seniors, military personnel, or nearby apartment residents, while adding Zero administration time to your staff.
12. Purpose Driven Marketing/ Charity: You can fund your own practice charity, with a small percentage of member spending. 1-2% works great. Now you'll have an in-practice fund to do charity cases you are likely already doing, and you can thank your members for making it possible. I recommend using the Veterinary Care Foundation. They make it so easy and 100% of the donations go straight to your in-house practice cases. Here is a link to their site Veterinary Care Foundation.
13. This isn't theory it works: The first practice we launched, Foothill Animal Hospital, had an incredible four-year journey, boosting their revenue by $624,000! By the end of Year 4, they had 974 active members, and net spending per client shot up by 90%. They’re still using the membership program on the Rethink Veterinary Solutions platform today.
VI. Conclusion:
The veterinary industry is at a critical juncture. With rising costs, fewer visits, and clients becoming increasingly sensitive to price, it's clear that traditional models—like wellness plans and basic loyalty programs—are no longer enough.
By embracing membership programs that are easy to implement and focused on driving long-term loyalty, veterinary practices can transform client relationships, boosting both retention and revenue. These programs don’t just meet clients where they are—they elevate the experience, making pet owners feel more connected, valued, and committed to their chosen clinic.
The time to act is now. Whether you want to work with us, or have another company you'd like to work with, membership implementation is a game changer that works. Want to talk about it and learn more? Links are below. I'll also be releasing additional articles, case studies and really drilling down deeper on many of these topics soon.
Links: Book an appointment to chat: Brian Macrae- Meeting
Links: Testimonials 3 Minute -Testimonials
Links: 25% increase in visits and a successful sale 2 years later 1 Minute Testimonial