Beyond the Numbers Blog Thoughts & Advice on Veterinary Practice Management
Detective Keystone reporting for duty on the case of the lapsing clients. Let’s start at the beginning of this lapsing client mystery I have to say: working in the veterinary industry has been one of the most unusual and unexpected career paths for me. I’m sure if you spent most of your life…
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Fact: Acquiring new patients is much harder than retaining existing ones. So why is it that so many practices are letting existing patient relationships lapse? That’s a big question, and while there’s certainly a big answer, I’d like to focus on just one contributing factor for now: active patient count. How exactly do…
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When you look at your Lapsing Patients detail report each month do you feel so overwhelmed with all the great information included that you don’t know where to start? If so, you are not alone! This report is an appendix to the Practice Overview Report and is an absolutely amazing tool for…
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What is the importance of active patient count, you may ask? I’ll let Henry answer that! Dear Liza, I hope this note finds you well. Things here are great. We had a banner month! Our new marketing program seems to be working, and we saw a record number of new patients in the practice this month. The…
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If you’ve read any of my previous posts, chances are you already know I’m a huge advocate for lapsing-patient outreach. When I meet with veterinary practice managers or owners, I frequently suggest they have a staff member contact lapsing patients by phone. More often than not, though, this suggestion is met with concern…
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In a previous blog post, I talked about the difference between the Lapsing Patient and Lapsing Client reports. Need a reminder? You can find it here. I mentioned at the end that I would provide some additional information in a future post, about some things you can do if you have exhausted the…
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In relatively recent history, veterinary practices have been turning their attention to the concept of the lapsing patient. If you haven’t seen a patient in over eighteen months, it turns out, it’s very likely you’ll never see them again. Thus, there has been growing interest in how to attract those patients whom you…
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If you are subscribed to either our Essentials, Essentials Plus or Growth membership packages, you are receiving a Lapsing Patient Report as well as a Lapsing Client report every month. These reports look very similar visually. You may be wondering what the difference is between the two, and how your practice can benefit…
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What are some ways to manage those lapsing, catch-me-if-you-can clients? Here are some tips to consider: Tip #1: Know WHO is lapsing. The first step to pulling clients back is identifying who they are. Not so complicated, right? Well, it can be. Some practice management software systems can tease out such reports, but…
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Going, going – but not yet gone. That’s how I think about lapsing clients. For practice owners, understanding and managing clients who have not brought their pets in for more than a year can be challenging, but I firmly believe the effort is worth it. Why? These clients can: • Give you insights…
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