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Communication

The Text Factor

With (most) veterinary clients, it’s all about the SMS

Ask any interested veterinarian about client communication technology trends these days and you’ll inevitably find yourself talking about text messaging. It doesn’t matter if you start out discussing practice management software, smartphone apps or VoIP phone systems — it seems that, increasingly, all communication roads lead to texting. That’s what pet owners want, so that’s […]

positive reviews

Focus on the Positive

Socially Acceptable

A lousy pet owner review can be disheartening for the entire staff. There’s an easy way to minimize the effects.

Veterinary professionals spend a ton of time dealing with online reviews — specifically, deciding how to respond to negative comments — and practice leaders worry about how a particularly negative review looks to clients. The topic regularly shows up in veterinary Facebook groups and practice manager forums. A recent well-being survey cited stress caused by […]

marketing

Think Outside the Box

Socially Acceptable

All your marketing doesn’t have to come from within the four walls of your practice. Experienced, knowledgeable service providers are ready for hire.

Doing all your marketing in-house is great if you have the time, personnel and skill, but outsourcing at least part of it can improve efficiency and deliver new ideas and strategies. Here is some guidance. Q: When should I consider outsourcing my marketing work? A: I’m a firm believer that the best marketing content is […]

CSR

The Gift of Gab

Talk the Talk

A well-trained CSR team will confidently and knowledgeably engage clients. The return on investment is greater efficiency.

You’ve undoubtedly heard the question, “Do you want it done fast or right?” You might respond, “Both!” Here’s another question: Would you rather have a client service representative (CSR) spend three minutes or six minutes quoting fees over the phone to a potential client? Given how busy your practice is, you’d prefer three minutes. But […]

live events

The Write Stuff

Recognizing life events should be part of every veterinary marketing plan to engage clients and acknowledge the familial role that pets play.

Dogs star in family photos. Cats bask and play in multilevel towers. Bunnies enjoy fresh-cut snacks while inside custom-built runs. Their smitten human companions wouldn’t have it any other way. Knowing this, veterinary professionals have learned to cater to the “pet parent” mentality. Accordingly, practice teams refer to their patients by first names, talk to […]

communications

It’s About Time

Talk the Talk

Improving your client communications will mean less wasted effort and will help build loyalty and compliance.

Many veterinary practices are dealing with staff shortages, increased caseloads, more client demands and curbside care inefficiencies. This is why it’s imperative to streamline client communications while still focusing on building trust and rapport. Combining efficiency with client engagement is the key to enhanced loyalty and compliance. Why Communications Are Inefficient Let’s look at some […]

Instagram

Platform Diving

Socially Acceptable

Purge your practice of social media outlets that aren’t worth the effort. Facebook and Instagram might be all you need.

When time and staff are in short supply, putting energy into social media — particularly multiple platforms — can be hard. As social media evolves, you will find more opportunities to drive business to your practice along with more opportunities to waste precious time. First, let’s review the landscape. Ignoring business registries like Google Business, […]

communication

Words Matter

Talk the Talk

Learn to use better phrases so that your client communication is more positive and meaningful. 

Rather than making a New Year’s resolution at the beginning of 2020, I chose a word for the year: communication. As I reflect on my actions and the communication skills I practiced, I’m reminded of how much words matter. The right words spoken at the right time can build connections with people and positively affect […]

pet owners

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 […]

appointments

Less Ringing, More Appointments

Socially Acceptable

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 […]

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