Why Clients Leave

It hurts to lose a client. It can feel like failure. It’s also a threat to our business’s viability and growth. Typically, when we study why clients leave, we investigate the specific instances that cause churn among our clientele. But this is to treat the symptom, not the disease. Churn is the end result of a long chain of events that we must trace to its origin. The root cause is almost always related to leadership and culture. These words are thrown around so much that they feel uncomfortably close to platitudes. In this talk, we’ll approach the subject from a different angle. One rooted in biology and psychology. And one that can provide clear guidance and actionable advice.

Approved for 1 hour California Statutory CEU

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Speaker: Robert Sanchez

Digital Empathy

Robert is the founder and CEO of Digital Empathy, an award winning marketing agency for veterinary practices. Always thought-provoking and convention-busting, he believes veterinary marketing and communications must begin with a deep understanding of human needs, relationships, and storytelling. He lectures at national conferences, sits on the board of VetPartners, enjoys reading, yoga, ocean sunsets, and spoiling his two dogs – Cole and Lula.