Roundtable Insights: Smart New Ways to Attract and Retain Veterinary Clients
Veterinary clinics everywhere are feeling the pressure to not only bring in new pet owners but keep them coming back. In our recent roundtable, Smart New Ways to Attract and Retain Veterinary Clients, clinic leaders shared real strategies they’re using right now to strengthen relationships and build loyalty.
As moderator Shawna Castillo explained, the session was intentionally designed to be practical rather than theoretical, “Think of today’s webinar as less of a presentation and more like sitting in on a conversation between two clinic leaders.”
The goal was simple: help clinics learn what’s actually working inside busy hospitals today.
Meet the Panelists
The discussion brought together perspectives from ownership, operations, and marketing:
- Shawna Castillo — Otto’s Director of Care and clinic owner
- Dr. Christine Vogel — Practice Owner, Animal Health Care Veterinary Hospital
- Amber Thompson — Marketing Manager, Tiger Tails Animal Hospital
Dr. Vogel noted that even small practices can implement modern strategies: “We’re a practice of 10, so we are definitely small… small but mighty.”
Amber Thompson represented a larger, multi-hospital perspective, sharing how growth creates new communication challenges.
Client Communication & Reputation Management
Clear, timely communication remains the foundation for attracting and retaining veterinary clients.
The panelists discussed how client expectations have shifted toward convenience and responsiveness. Today’s pet owners want:
- Quick replies
- Clear instructions
- Transparent updates
- Easy digital communication options
Amber Thompson summed it up simply, “Clients need less friction. They need an easy way to book and communicate with a hospital.”
Clinics that fail to meet these expectations risk losing clients to practices that do.
Dr. Vogel reinforced why convenience matters so much, “Most people at work can’t stop and make a phone call, but they can certainly see a text and respond yes, no, okay.”
The group also emphasized reputation management. Online reviews and word-of-mouth now influence client decisions as much as location or price. Practices that actively request feedback and respond professionally to concerns build trust before a client even walks through the door.
Amber shared how proactive feedback collection protects retention, “If it’s negative, that helps us retain clients… we’re able to help try to fix and make a solution.”
Personalization & Reminder Strategy
One of the most actionable themes was personalization.
Generic reminders are easy to ignore. Personalized messages feel relevant and signal that the clinic knows the pet and owner.
Effective strategies shared included:
- Tailoring reminders to specific pets and services
- Referencing past visits or conditions
- Using the client’s preferred communication channel
- Timing messages strategically
Dr. Vogel framed personalization as removing barriers for busy clients, “The key has to be the convenience of it, because we are all so busy… finding ways to make scheduling easy that they can do this after hours.”
These efforts dramatically improve appointment compliance and strengthen relationships.
As discussed in the session’s key themes, modern personalization directly improves communication effectiveness and retention outcomes.
Branding, Education & Client Experience
Brand perception plays a larger role in loyalty than many clinics realize.
Panelists highlighted that clinics must actively communicate:
- What makes them different
- Their philosophy of care
- Their expertise
- Their commitment to education
Shawna posed a key question for practices trying to stand out, “How can we shape our hospital’s identity to be really interesting to the modern client these days?”
Client education was especially emphasized. When pet owners understand the “why” behind recommendations, they’re more likely to follow through and remain loyal.
Practices that invest in educational content, whether during appointments, through email, or via social media, position themselves as trusted partners rather than transactional service providers.
AI & Workflow Optimization
Technology emerged as a powerful enabler for both growth and retention.
Shawna acknowledged how central AI has become, “What would a webinar be in 2026 without talking about AI?”
The panel discussed how AI-supported workflows help clinics:
- Reduce response delays
- Capture after-hours demand
- Handle routine inquiries automatically
- Free staff to focus on in-clinic care
This is especially important given staffing shortages and burnout across the industry.
When communication gaps shrink, client satisfaction rises — and satisfied clients stay.
The roundtable emphasized that AI is not replacing the human connection. It’s removing friction so teams can deliver more meaningful interactions.
Key Takeaways for Clinics
Clinics looking to attract and retain veterinary clients should focus on four core areas:
- Modern communication expectations
- Personalized outreach
- Strong brand identity and education
- Workflow efficiency through technology
Small improvements across these areas compound into stronger loyalty, better reviews, and more predictable growth.
As Shawna summarized, success isn’t about doing more — it’s about leveraging the right systems.