Talk the Talk
Hear, see and feel
Accommodating a client’s preferred learning style can lead to a more educated pet owner and better compliance.
Several years ago, I took my Papillon, Chloe, to a veterinary dentist for removal of an oral tumor and any necessary dental care. In addition to reviewing details of the surgical procedure, he showed digital radiographs to explain which teeth needed to be removed. The dentist’s combination of auditory and visual client education built trust […]
Reach out and touch someone
Focused marketing efforts can cure the ups and downs of seasonality.
Not too long ago, small animal veterinary medicine had a predictable seasonality. From a revenue and transactional standpoint, it looked like a bell-shaped curve — the peak usually in midsummer, the valley in winter and the curve heading up in spring and down in fall. That is no longer the case. Today, the curve looks […]
5 online marketing musts
Is your clinic website optimized for mobile users? Do you populate the website with videos? Now add more.
You evaluate patient wellness using a checklist: physical exam, presenting signs, test results, age, weight and so forth. And from there you know how to advise clients and address health issues. It’s part of your daily protocol, right? But what about the wellness of your hospital’s online marketing efforts? Do you have a daily protocol […]
Get with the program
The most important mobile app — you must have one — is the one with your veterinary clinic’s name on it.
We all know that technology is accelerating, but do we also know how to take advantage of these breakneck speeds? While veterinary practices may have learned to leverage the digital sphere by creating a stunning website loaded with compelling veterinary information, alongside a Facebook page offering great client engagement, the next frontier of technology has […]
Talk the Talk
The calm after the storm
Soothe angry pet owners and raise the level of service by training the team to listen carefully and respond the right way.
When faced with an angry client, veterinary team members tend to have two default responses: They either become defensive or suffer in silence. Unfortunately, neither response makes an unhappy client feel any better. While no one likes to be confronted by a livid pet owner, team members who are trained to respond with compassion will […]
Eliminate fear in pets — and in your clients
Simple solutions start with the initial phone call and extend to the products offered at checkout.
The writer Malcolm Gladwell once said, “We don’t know where our first impressions come from or precisely what they mean, so we don’t always appreciate their fragility.” As practice owners, we know that our first opportunity to interact with and acquire a client may not occur in person or in an exam room. It may […]
3 common communication blunders
Bad body language and a poor choice of words can damage a client relationship.
The veterinarian slumped a little, a sigh revealing her disbelief and signaling her impatience. “Can you explain again how that blood test tells us what’s wrong with Tigger’s pee-pee?” the client asked. The veterinarian didn’t understand what the pet owner couldn’t comprehend. This was so simple. The hashtag #SMH (shaking my head) crossed the doctor’s […]
5 SEO techniques you can implement today
Maximize your website’s visibility so internet users — and potential clients — can find you easier.
Guessing how many Google searches are performed each year is a bit like guessing the speed of a domestic house cat. Sure, it’s fast, but how fast? And sure, we use Google a lot, but how much are we using it exactly? Well, Google’s search engine performed 1.2 trillion searches in 2016 alone. You can […]
Enjoy instant Instagram success
The third most popular social media site is a great way to interact with clients.
The most popular social media sites of 2017 aren’t just getting millions of views, they’re receiving billions of them. That’s right, as of May, Facebook was averaging almost 2 billion visitors a month. The exact figure, according to the online source Statista, was 1.94 billion. When I first started using the platform as a focal […]
Talk the Talk
Ask the right questions at the right time
Getting to know a pet owner on a more personal level can build trust.
Imagine a 12-year-old pet diagnosed with an operable brain tumor. Most clients would struggle to decide whether to proceed with surgery. Now imagine having to make this decision twice. I know how hard these decisions are because I was that client in 2013. My beloved Papillon, Chloe, came through her first craniotomy with no complications. […]