Beyond the Numbers Blog Thoughts & Advice on Veterinary Practice Management
With the responsibility of attracting customers and turning them into long term clients, we all have to wear the marketing hat from time to time. The easiest (and most rewarding) way to do this is by building strong relationships with clients so that they feel part of a greater community or tribe. But…
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First impressions are everything. They certainly matter when the stakes are high, like a job interview or a first date, and they matter even when the stakes are low, like being introduced to a friend of a friend (because who knows what the future holds). How about when a first impression influences whether…
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The number one reason why people don’t bring their cat to the vet is because their cat doesn’t like it. The number one reason that people do bring their cat to the vet is because they are sick. We all know that once a cat begins to show signs of illness, it is…
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I’ve been a veterinarian now for 22 years and what I have learned is that not every client is equal. There are so many awesome clients — they are kind, empathetic, aware of medical limitations and the fact that veterinarians don’t possess a crystal ball. Other clients though are “awesome-challenged”—they may have unrealistic…
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Often, veterinary team members get caught up in the busy moments of the practice. Receptionists check clients in and out, answer the phones and make appointments. Veterinary technicians provide nursing care to patients, client education, and aid in the diagnoses of patient diseases and illnesses. Veterinarians perform surgery, diagnose cases and prescribe medication….
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Anyone can tell you what the basics of outstanding customer service are. A smiling face, positive attitude, friendly personality, and a helpful approach all contribute to a good customer experience. If I say “outstanding customer service” you may picture a smiling, welcoming receptionist, just itching to help your clients. While these characteristics are all…
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Do you use process flowcharts in your practice? If not, this one’s for you! If your practice is anything like mine, you may, like me, sometimes experience a sense of foreboding that things are getting more complicated every day. To remain competitive, we’re increasingly focused on things like: developing more sophisticated marketing initiatives;…
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Just walk through an airport and it seems like everyone has a smartphone these days. The truth is that approximately 77% of Americans have a smartphone and the most rapidly growing demographic of smartphone owners is 55- to 64-year-olds – probably because if you want to talk to your grandkids these days, this…
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As VP Marketing for VetSuccess, I seize the opportunity to spend time with our members whenever I can, as I learn so much from them. Recently, I had the absolute pleasure of attending a retreat for practice managers, along with our National Accounts Manager Extraordinaire, Sally Jackson. I stand in complete awe of…
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For several years, I have been coaching practices to forward book their patients. This coaching has been met with mixed reactions and results. The veterinary practices who embrace the concept and succeed have considerably lower lapsed patient rates, along with better control over their schedule. What is forward booking? Forward booking is the…
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