Chris Bennett begins the discussion by asking how the market is changing, in particular declining footfall.
Kieran Minshull: Recently we’ve found a reduction in footfall. I think the biggest problem facing us is the amount of promotional activity from the local multiples.
Bennett: Is it affecting your footfall or are people expecting ‘two for ones’?
Minshull: People come in saying ‘do you offer two for one?’ Fortunately, the sort of patients that we tend to get understand that it’s very service driven. So what we have to do as independents is look at what alternatives we can offer. We can’t compete financially but we have to look at other methods of retaining patients, because they will be attracted to the financial offers and other incentives.
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