Animal Health Solutions

More at: northamerica.covetrus.com/publications Animal Health Solutions | 43 Forward book the next exam. After you do a celebratory happy dance for getting an overdue cat back on track, keep the preventive care happening with forward booking. Use a comparison that clients already understand, like dentists. Say, "Just as your dentist has you schedule your next appointment at checkout, we do the same to proactively manage your cat's health. Dr. Smith could see Simba at 10 a.m. on Wednesday, Oct 14 or 3 p.m. on Friday, Oct 16. Which do you prefer?" The first choice is the same day of the week and time as today's appointment. The second choice is a different day of the week and time of day (morning vs. afternoon). According to the 2017-2018 AVMA Pet Ownership and Demographics Sourcebook, dog visits average 1.5 annually while cats average 0.7 per year. 3 Encouraging a client to forward book can result in three appointments per year, according to the Well- Managed Practice Study. 4 Forward booking is especially important for cats with chronic health conditions, allowing you to successfully manage diseases. Ask about cats when clients schedule a dog's exam. During the scheduling call, check the status of all pets in the same household in your practice management software. If a cat is overdue for preventive care, lead the client to book now. Say, "Let's schedule your dog's checkup. We haven't seen Simba in two years. How is she doing?" This open-ended question shows you care about her cat, and the client may share behavior or health changes that reinforce the need for an exam. Explain, "Changes in Simba's health can occur quickly. That's why we recommend an exam at least once a year. The doctor will assess which vaccines, preventatives, and diagnostic tests Simba will need to stay healthy. You can bring Simba and your dog to the same appointment. Let's schedule their checkups this week. Dr. Smith is available at 9 a.m. on Monday or 2 p.m. Tuesday. Which do you prefer?" This yes-or-yes approach is more effective than the yes-or-no option of "Do you want to make an appointment for Simba?" You'd be shocked by how many of your clients are just like Mrs. Jones. While 83 percent of cats are taken to the veterinarian within the first year of ownership, more than half never return. 1 The best source for practice growth is sitting in your lobby: Existing clients with "secret cats." The probability of selling services to an existing happy client is 14 times higher than the chance of selling to a new client. 2 Let's rescue relationships with these "secret cats," improving patient care and making you money. Here's how: Share tips on getting cats to your hospital. Once the client books her cat's exam, send an appointment confirmation text or email so she may add it to her calendar. Include a link to a page on your hospital website where you share resources on low-stress ways to get your cat to the veterinarian (www.vetstreet.com/our-pet-experts/ low-stress-ways-to-get-your-very- feisty-claws-out-cat-to-the-vet). Wilderness Animal Hospital in Maple Valley, Wash., has a "New Patient Center" on its website that features online forms, what to expect, tips on getting your cat to the vet, retractable leash risks, and a new pet parent checklist (www.wildernessvet.com/ new-patient-center.html). Share videos on your website and social media such as The Catalyst Council's "Tips for Taking Your Cat to the Veterinarian," featuring Dr. Ilona Rodan, Dipl. ABVP, Feline Practice (www.youtube.com/ watch?v=VAaGJTcX0zI). Add the brochure on "Your Cat and the Vet. What's Your Cat Thinking?" to your new client and kitten welcome gift bags (marketing.northamerica. covetrus.com/brochures/). These resources will give cat owners solutions to catching their cats, using carriers, reducing car-ride anxiety, and ensuring pleasant veterinary visits.

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