The Client’s Perspective
Talk the Talk
Five specific communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.
I recently took my long-haired dachshund, Gidget, to a veterinary hospital because she needed treatment for atopy. Because I had moved a short time before, I didn’t have an established relationship with a local veterinarian. My first thought when I scheduled the appointment was, “Are they going to let me be with her?” My next […]
Less Ringing, More Appointments
Facebook, Google, Instagram and even business review platforms can streamline the booking process and free up your staff.
Your clinic’s phone rings again. Email notifications pop up. The Messenger tab flashes. You haven’t checked your app dashboard yet. Everybody wants an appointment. You throw back coffee, take a deep breath and respond to clients by flipping back and forth on the appointment calendar, offering time slots and sending confirmations. Client A responds to […]
5 Ways to Best Communicate with Veterinary Clients
Client expectations for both the level and mode of communication are rapidly changing. Don't get left behind.
Many veterinary practices pride themselves on their ability to provide excellent medical care to pets. But without an equal, if not greater, emphasis on communicating effectively with pet owners, those same hospitals will struggle to find success. The good news is there are more ways than ever to communicate in a way that resonates with […]
Seeing is believing
Words on a computer screen or smartphone carry only so much weight. Making a video pitch to job candidates can elevate your practice’s recruiting efforts.
When asked what they’re looking for in a career, veterinary graduates say what you’d expect. Themes like work-life balance, team culture and high standards of care are common responses, according to gradstalk.com. But if you listen more intently, you’ll hear a less-familiar theme. Many candidates want to work in an environment where core values are […]
Advice that pays for itself
Talk the Talk
Cash-strapped clients want to provide appropriate veterinary care for their pets, and many of them are open to frank discussions about money. Be ready to propose a few financial options.
Looking at recent economic and unemployment reports, I’m concerned we might see more cash-strapped pet owners in the coming months. Clients might not have the money to pay for their pets’ sick care. Some might not be able to afford routine preventive veterinary services, which means they might not respond to appointment reminders. Here’s how […]
Stop, look and listen
Your social media managers spend time pushing out great content, but do they monitor reactions and complaints? You’re asking for trouble when you ignore pointed replies and simple questions.
Most veterinary practices have a strategic plan to publish Facebook and Instagram posts, email reminders and newsletters, deploy push notifications, and send text messages. Once these marketing efforts are scheduled and executed, the team members responsible can breathe a sigh of relief, right? Yes and no. Practices that stop here miss crucial opportunities to build […]
Take the fear out of dermatology
You need to get the patient into the clinic, perform diagnostic tests in a nonthreatening manner, set client expectations and schedule follow-ups.
When I was in veterinary school, dermatology was one of my least favorite subjects. We didn’t have a lot of great options for an itchy dog except allergy shots and steroids. Many of my cases ended with frustrated pet owners because of the numerous medication side effects they saw at home. During my early days […]
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 […]
How to market your online pharmacy
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 […]
Made to order
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 […]