Wendy's Blog
Communication education, resources, and information to grow your veterinary practice.
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THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE
THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians I get it. Your receptionists HATE feeling like salespeople. Yet they are directly responsible for answering price shoppers' questions and...
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 By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians 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...
Why Your Front Desk Team Sucks
Do you remember the first time you told a pet owner that her dog was dying? By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians You were sweating bullets, struggling to find the right words, and tried your best to be honest and compassionate....
Tell, Don’t Ask to Fix Compliance Blunders
By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians 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...
Stop Hiding Patient Care “In the Back”
By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians 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...
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
By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians 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...
How To Explain You Charge For Day Admissions
HOW TO EXPLAIN YOU CHARGE FOR DAY ADMISSIONS By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians 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...
How to See More Patients
By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians Seeing patients every 30 minutes doesn’t work. If Dr. Smith has outpatient exams from 8 a.m. to 5 p.m. with an hour for lunch, he will see 16 patients. His daily production will be $3,072 to...
POTENTIAL EMERGENCY? DON’T WAIT AND SEE
POTENTIAL EMERGENCY? DON'T WAIT AND SEE By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians When you get calls from pet owners about potential emergencies or sick pets, urge them to come in now for care. The sooner problems are diagnosed and...
How Nurses Can Grow Your Revenue
What is the difference between an under- and top-performing healthcare team? By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians Let's say you schedule appointments every 30 minutes. In an eight-hour workday, one doctor sees 14 patients and...
