The Case of the Age Old Problem

Patient Age & Client Retention: What is the age of active canine and feline patients?

Situation Summary

While the practice looks and feels healthy, this peek at their patient age profile shows that they lack sufficient puppy/kitten and young adult patients to maintain their current level of success. In addition, their client retention numbers showed that 42% of their clients have been with them for less than 2 years. This triggered the question: how can they attract more new clients and clients with younger pets?

Action Taken

Brenda Tassava, CVPM, reviewed the practice’s VetSuccess report and guided them to take action. Among her recommendations:1. Increase your online presence (where young clients are most likely to look for a veterinary resource) by adding a Google+ page with focused marketing on attracting puppies, kittens and young adults.2. Take a closer look at your Wellness Plan and feature it on your Google+ page, creating specific messages that resonate with young pet owners who may be struggling to figure out the best way to care for their pets on limited budgets or in a hectic professional lifestyle.


While immediate results are unrealistic for this solution, the practice should see noticeable change in their graphs over the next 6 months or so. With 44% of the practice consisting of senior pets and a mere 5% in the puppy/kitten category, the practice would have seen a serious drop off in revenue without spotting the concern early and taking action to counter the issue before it became a problem.

Care to Share Your Story?

We’re continually looking for stories of how a practice takes data reports and puts them into action. Your story may inspire others—and theirs may one day inspire you. Call or email us your story, and we’ll add your insights into our ongoing ways to grow together.


379 Adelaide St. W, 4th FL
Toronto, ON, M5V 1S5
866 408-8554

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