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Client Relations
Seeing practice through clients' eyes
  1. Ross Tiffin

    Ross Tiffin spent almost 10 years as managing director of Hill's in the UK, and as commercial director for northern Europe. He was subsequently managing director of Veterinary Business Development before establishing his own company, Tartan Business Solutions, in 2002. He was a joint author of Quo Vadis?, and writes and speaks widely in the UK and abroad on the dynamics of the veterinary industry and the changing interface with consumers. He works closely with the Feline Advisory Bureau and is currently writing a book for veterinarians about the changing behaviour of consumers.

Abstract

WHILE clinical procedures are monitored closely for quality control, non-clinical services that also contribute heavily towards client satisfaction are often neglected. Ross Tiffin suggests ways of putting yourself in the clients' shoes in order to provide the best possible service.

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