54 Covetrus
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ph:
855.724.3461
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fx:
888.329.3861
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northamerica.covetrus.com
MAKEOVER 6: Enter reminders that
guarantee future visits.
Set reminders based on adoption or
medical records that you reviewed during
today's exam. Remind for both services and products:
• Exam
• Vaccines
• Diagnostics: Intestinal parasite screen, heartworm/tick
test, feline leukemia/FIV test, early-detection screen,
drug-monitoring test, blood pressure check, etc.
• Refills: Flea/tick and heartworm preventatives, long-
term drugs, food
Don't base reminders on only the services you delivered.
The shelter may have given a one-year rabies vaccine.
Although the patient is up to date, set a new reminder one
year from now because your veterinarian will give next
rabies vaccine.
MAKEOVER 7: Forward book the next
appointment.
Many practices are booking three to six
weeks out due to the current appointment
demands. Timing of kitten and puppy vaccinations is
critical. Forward booking will ensure timely follow-up care.
Use the yes-or-yes technique to lead the client to forward
book. Say, "Ranger's next progress exam and vaccines will
be due in four weeks, which will be the week of . The
doctor can see Ranger on or .
Which do you prefer?"
An American Animal Hospital Association report found
forward booking 10 percent of checkups could contribute
an additional $40,000 in revenue.
1
Send text or email
confirmation upon booking so clients may add upcoming
appointments to their calendars.
MAKEOVER 8: Mail a "Welcome to
Our Hospital" card.
Express appreciation for choosing your
hospital, give an overview of services, and have a doctor
or manager sign the card or letter. Enclose two business
cards, giving the new client one to keep and another to
pass along.
Keep greeting cards and stationery in a front desk
drawer. If mailing a letter, create a template for consistent
communication. During the new client appointment, the
CSR will handwrite the envelope and leave the card or
letter on the doctor's desk to add a personal note and
sign. A handwritten envelope will stand out in the client's
mailbox and be the first item opened.
When you make lasting impressions, you'll create loyal
clients and ensure future revenue. The lifetime value of
one client with one pet can be $8,900 or more.
2
Have
your manager write a protocol for how your practice
will welcome and retain new clients. Putting plans in
writing will help your team deliver consistent new client
experiences.
About the author Wendy S. Myers, CVJ, has been training veterinary teams for 21 years as owner of Communication
Solutions for Veterinarians. She teaches teams to become confident communicators, so more pet owners say yes to medical care.
Wendy shares her expertise through conferences, online courses, and monthly live CE credit webinars. She is a certified veterinary
journalist and author of five books. Her passion is to help practices like yours thrive and grow through effective communication skills.
You may reach her at wmyers@csvets.com or www.csvets.com.
SOURCES: 1. Forward Booking: How Forward Booking Leads to Better Patient Care. Partners for Healthy Pets. Available at: https://www.aaha.org/globalassets/04-practice-resources/
Forward-booking. Accessed Oct. 6, 2021.
2. Myers W. Online Course: When You Can't Handle the Tsunami of New Clients. Available at: https://shop.csvets.com/2021/when-you-can't-handle-the-tsunami-of-new-
clients/. Accessed Oct. 6, 2021.
