Communication

client experience

Improve the client experience

Talk the Talk

Do you need to change your hospital’s systems or the people you employ? Evaluating standards, protocols and training programs will get you started.

I’ve noticed more people talking about the client experience, and not just because of the COVID-19 pandemic. Here’s what I’ve observed: Conversations between colleagues about the need for a more personalized client experience. Commentary from practice leaders about how customer service seems to have declined in recent years and how team members aren’t bending over […]

online pharmacy

How to market your online pharmacy

Socially Acceptable

One-and-done promotional campaigns won’t sustain a valued revenue source. Email reminders, creative social media posts and an enthusiastic practice team can bring drug sales back to you.

Online pharmacies have grown in popularity over the past decade, attaching themselves to one veterinary practice after another. It’s no surprise that the trend has accelerated in the wake of COVID-19. Yet, Diggo reported a couple of startling statistics: While 63% of veterinary hospitals have an online pharmacy, only 16% of pet owners think their […]

home delivery

Made to order

Fearless

Maximize your home-delivery platform and online pharmacy to get clients the pet behavior products you trust and sell.

Living with a human or furry family member who is battling a chronic disease can be incredibly stressful. Living with a chronically anxious dog or cat can be just as difficult, and it’s a situation many veterinarians fail to recognize. Traditional solutions to pet behavior issues haven’t been consistently available during the pandemic because, in […]

email

Crisis communication

VetPartners Corner

Your digital messaging needs to stand out from the crowd if you hope to reach distracted clients. Great subject lines matter.

“Stay home, save up to 50%!” was the subject line of an email I received from one of my favorite retailers. It completely turned me off. Thanks to COVID-19, my business was down about 30%, I was terrified to look at my retirement account, and I wouldn’t have had anywhere to go in my new […]

social media

Don’t go dark during dark times

Socially Acceptable

Social media plays a key role during evolving situations like COVID-19. Clients will always count on you for pet care advice and as a voice of reason.

Just a few months ago, people were leading normal lives: eating at restaurants, spending time with friends and family, attending sporting events and shopping for groceries without fear of scarcity. In only a month or so, our entire world was upended as the global COVID-19 pandemic spread fiercely without consideration for country, race or ideology. […]

team members

Plan B

Fearless

In the midst of crisis, turn fear and anxiety into clinic opportunities.

Asking my team members “How are you?” was difficult in the throes of the COVID-19 pandemic. The responses typically were accompanied by sagging shoulders and expressions of frustration, sadness or uncertainty. The pandemic waged war on our physical, emotional, and mental and financial health, but we continued to drag ourselves to work to fulfill our […]

crisis

Be a guiding light

Talk the Talk

Communicating resilience, hope, compassion and empathy during a crisis builds strong bonds between a veterinary hospital and its employees and clients.

Ten days after 9/11, I watched “America: A Tribute to Heroes,” a television special featuring many celebrities. Bruce Springsteen gave a moving performance of “My City of Ruins.” The following year, he released his album “The Rising,” which was based in large part on his reflections of the Sept. 11, 2001, terrorist attacks. I like […]

biographies

The true you

Socially Acceptable

Spend time writing your online biography so that it communicates the essence of your personality and values. Pet owners look for a genuine connection when they search for a veterinarian.

What we convey to pet owners via our website and social media accounts speaks volumes about us. The truth is, the majority of pet owners will “meet” you online before they ever see you in person. A quick Google search will return dozens, if not hundreds, of results about you and your veterinary practice. This […]

pet pain

Team up to tackle pain

Fearless

Too many dogs and cats don’t receive needed relief. Hospital staff should use the power of observation and diagnostics to do what is best for the patient and to build client trust.

I wish the following statements were purely historical, but as shared by Dr. Michael Petty during a discussion of the business of pain management, they are being spoken in veterinary clinics today by some of our colleagues. “Pets don’t feel pain like we do.” “It will help my patients’ recovery if they feel some pain […]

decision-making

Don’t confuse the issue

Talk the Talk

Shared decision-making between the veterinary team and pet owner promotes better patient outcomes.

I’ve noticed a trend in exam room communications that can lead to fewer clients complying with treatment recommendations. The problem is that pet owners are often given a list of treatment options without enough education and guidance from the veterinary team. When this happens, confusion sets in and pet owners defer or decline recommendations. The […]

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