Beyond the Numbers Blog Thoughts & Advice on Veterinary Practice Management

How to use process flowcharts for an excellent client experience

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;...Read More

How to build a bond with your clients using an app powered by your practice data

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...Read More

Tips on improving the client experience in your practice

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...Read More

How a South Carolina practice achieved a 65% forward booking rate

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...Read More

“How much is a ___________?” Creating relational vs. transactional interactions

Frequently, when answering phone calls veterinary teams are asked: “How much do you charge for…?” The caller can be asking for something as routine as pricing for vaccinations, or they may be inquiring about a procedure, like dentistry or declawing, which opens the door for a much deeper conversation. How do you or...Read More

Do our clients value the things we think they value?

Published with permission of Wendy Hauser, DVM, Peak Veterinary Consulting Perspective, as defined in Cambridge Dictionary Online[1] is a particular way of considering something. When we attempt to answer the question “Do our clients value the things we think they value?”, perspective becomes critically important. Take for example the 2015 Banfield State of Pet Health...Read More