The Case of the Missing Clients

Client Visits Data Report: Unique clients that visited in the past year

Situation Summary

Seeing the sudden drop-off in visits, practice management consultant Brenda Tassava, CVPM, asked for an audit of the practice’s reminder system. That identified the problem: the receptionists had changed the practice reminder system after hearing a handful of clients complain about getting too many messages from the practice. Their change had clients receiving just one postcard the month before their pets were due for a visit. If the clients did not make an appointment and if there was an email address on file, they would receive an email message 2 – 3 months later.

Action Taken

The practice revamped the postcard and email reminder protocol.


Client visits are slowly starting to come back to normal—and the receptionist team now understands the effect of their earlier action.

Care to Share Your Story?

We’re continually looking for stories of how a practice takes data reports and puts them into action. Your story may inspire others—and theirs may one day inspire you. Call or email us your story, and we’ll add your insights into our ongoing ways to grow together.


379 Adelaide St. W, 4th FL
Toronto, ON, M5V 1S5
866 408-8554

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