Wendy's Blog
Communication education, resources, and information to grow your veterinary practice.
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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...
How to See More Patients
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 $3,360 based on a $60 exam fee and average doctor transaction of 3.2 to 3.5...
POTENTIAL EMERGENCY? DON’T WAIT AND SEE
POTENTIAL EMERGENCY? DON'T WAIT AND SEE 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 treated; the more affordable treatment could be. Repeat information to show...
How Nurses Can Grow Your Revenue
What is the difference between an under- and top-performing healthcare team? Let's say you schedule appointments every 30 minutes. In an eight-hour workday, one doctor sees 14 patients and has an average transaction of $160, generating $2,240 in revenue. Your average...
Schedule Callback Times For Your Medical Team
Schedule callback times for your medical team PHONE SKILLS FRIDAY: Carve out small periods of time in the appointment schedule for veterinarians to return calls. A callback schedule could allow doctors 10 to 15 minutes to return calls every two to three hours. Setting...
Are you Grumpy or a Golden Retriever Over the Phone?
Your receptionist is the first impression that callers have of your veterinary hospital, whether they are returning clients or price shoppers who are about to become new clients. If Grumpy Gloria answers calls with negative or rushed tones, she could create negative...
Front-Office Hacks That Make Work Easier
Your client care team are masters of multi-tasking and problem solvers. During my 22 years of coaching receptionists, I’ve discovered helpful tips and tricks that make running the front desk easier. You’re going to want to get started now: 1. Get wireless headsets....
SHOW COMPASSION WHEN SCHEDULING EUTHANASIA APPOINTMENTS
PHONE SKILLS FRIDAY: SHOW COMPASSION WHEN SCHEDULING EUTHANASIA APPOINTMENTS Euthanasia is one of the most difficult decisions a pet owner will make. When clients call your veterinary hospital to schedule a pet's attended euthanasia, share your compassion and...
How to Efficiently Manage Scheduling Calls
An analysis of 1,000 calls to physicians and hospitals to schedule appointments revealed the average time to complete a scheduling call was 8 minutes. (*1) This call time exceeds the cross-industry best practice of 3.7 minutes. A third of call duration was...
How Should You Respond to Crazy Clients?
Clients will seek pet-care advice from friends, family, groomers, retailers, Dr. Google and anyone with perceived expertise. Don’t let quirky questions catch you off guard. Be prepared with savvy answers that position your veterinary team as medical experts and the...
Do you offer promotions during dental month?
Is your veterinary clinic planning a promotion for National Pet ADental Health Month this February? Let every caller know during your greeting. "Welcome to <Your Veterinary Hospital>, where we're offering a $___ savings on dental procedures. This is <your...
