A Cat Lover’s Guide to Customer Loyalty

I want to tell you the story of a veterinarian who doesn’t treat dogs.  Actually, he doesn’t work with a lot of animals.  He also has no patients who are horses, cows, ferrets or birds.

He only works with cats.

Based on conventional wisdom, Dr. Andy is being naive.  Wouldn’t it be better to serve as many animals as possible?  Why leave all that money on the table from dog owners who need a vet?

Turns out, unless you are a huge organization with tons of money, conventional wisdom is wrong.

By only working with cats, Dr. Andy trades clients who are looking for the vet closest to their house for clients like me. Continue reading