The Case of the Missing Clients
Client Visits Data Report: Unique clients that visited in the past year
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.
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.
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