Wendy's Blog
Communication education, resources, and information to grow your veterinary practice.
Learn With WEndy:
How to Prevent No-Shows
How to Prevent no-shows His frustration had reached the boiling point. After three no-shows this week, a veterinarian asked me if he should start asking clients to prepay for surgeries. While I empathize with his angst, don’t punish 99.9 percent of good clients for a...
THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE
THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE I get it. Your receptionists HATE feeling like salespeople. Yet they are directly responsible for answering price shoppers' questions and recruiting new clients. A technique that will engage callers and have receptionists...
Avoid a Meltdown When Dr. Popular Isn’t Available
A longtime client calls and requests an appointment with Dr. Popular. While this veterinarian is blessed to be busy, you don’t want clients to have meltdowns when they can’t see their preferred doctor. What should you do?
Lead clients to book overdue pets
LEAD CLIENTS TO BOOK OVERDUE PETS Did you know a dog owner will spend $700 annually on preventive care while a cat owner will invest $600? Having your client care team call clients about overdue pets DAILY will have a significant impact on patient care and hospital...
Why Your Front Desk Team Sucks
Do you remember the first time you told a pet owner that her dog was dying? You were sweating bullets, struggling to find the right words, and tried your best to be honest and compassionate. I’m going to have the same conversation with you. Your front-desk team is in...
Tell, Don’t Ask to Fix Compliance Blunders
Wishy-washy conversations may cause clients to dismiss necessary follow-up care and to refill medications, putting patient care and practice revenue at risk. Pet owners expect clear, specific guidance from your veterinary team. Here are common compliance blunders and...
Stop Hiding Patient Care “In the Back”
While consulting a practice, I observed client after client challenge receptionists over fees for exams and other professional services. The high-volume hospital performed exams, gave vaccines and delivered other services in the treatment area in the interest of...
Call Client’s Who Don’t Refill
Have receptionists call clients to schedule the heartworm test and other services that are due so you may refill preventatives. “This is <name> with <Your Veterinary Hospital>. I’m calling because <pet name’s> prescription for heartworm preventatives...
Stop Clients’ Bad Habits of Emergency Refills
The habit is predictable. Every day, multiple clients call your veterinary clinic within minutes of closing time to request prescription refills. “My dog took his last pill this morning, and I need a refill today. I’m on the way to your hospital now. Could you wait...
How To Explain You Charge For Day Admissions
HOW TO EXPLAIN YOU CHARGE FOR DAY ADMISSIONS A client has a work deadline and her dog needs a checkup. She asks to leave the dog with you for the day to deliver services. When the day admission is for the client’s convenience, charge a one- to 12-hour hospitalization...
