30 Covetrus
|
ph:
855.724.3461
|
fx:
888.329.3861
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northamerica.covetrus.com
Reminder
notice
Days from
expected refill date
Reminder
method
1st reminder 21 Text, app, or email
2nd reminder 14 Text, app, or email
3rd reminder 7 Text, app, or email
4th reminder 0 Call
Send texts because they have a 98%
open rate and 45% response rate.
6
By comparison, open rates for healthcare
emails are 24%.
7
The urgency of reminder
messages should increase as the refill
date nears.
1st text reminder: needs a refill of ,
a therapeutic diet for kidney disease before . Click
here to refill at our online pharmacy with home delivery or
reply Y to get curbside pickup at our hospital.
2nd text reminder: needs a refill of ,
a therapeutic diet for kidney disease in 14 days. Order now
through our online pharmacy with home delivery or reply Y
to get curbside pickup at our hospital.
The countdown timer of "14 days" increases urgency.
Another important distinction: Use the term "online
pharmacy" instead of "online store." Online pharmacy is
about medicine while online store is retail.
3rd text reminder: needs a refill of ,
a therapeutic diet for kidney disease in 7 days. Don't run
out! ORDER NOW through our online pharmacy with home
delivery or reply Y to get curbside pickup at our hospital.
Use all caps, which is like shouting in a text, to increase
urgency. The message of "Don't run out!" emphasizes the
importance of continuous treatment.
4th callback reminder script: When the reminder
reaches Day 0, the therapeutic diet is gone. A callback
reinforces the doctor's medical advice. Technicians,
assistants, or client service representatives can call clients.
Say this, "Dr. asked me to call you because 's therapeutic diet of for kidney disease
should now be gone. Eating this food is the cornerstone of
Dr. 's treatment plan. Do you want to pick up a refill
at our hospital today?" If the client explains the food was not
fed, offer to connect the caller with a technician or assistant
who can assess why the food transition didn't happen and
offer solutions.
Get more refill reminder templates and appointment and
procedure confirmations in my eBook on Everything You
Need to Know About Reminders at https://csvets.com/
reminders/.
Set up auto shipments. Dispense the first bag or case of
cans in the exam room today and help the client set up the
next autoship refill. Say this, "You'll go home with your first
bag/case of the therapeutic diet today. Let's set up your next
refill through our online pharmacy. In less than 2 minutes,
you can create your account and set up auto shipment so
future refills arrive at your doorstep. You'll never run out. Our
hospital's online pharmacy also lets you get instant rebates."
When your team plans a strategy for nutrition
compliance, you will increase patient care and practice
profits. Make it easy for clients to keep pets on
therapeutic diets with auto shipments and consistent
communication from your team.
About the author Best known as the "Queen of
Scripts," Wendy S. Myers, CVJ, has taught communication and
client service skills for more than two decades. As founder
of Communication Solutions for Veterinarians, she teaches
practical skills through online courses, onsite coaching,
and conferences. Wendy was a partner in a specialty and
emergency practice. Visit YouTube.com/csvets and Csvets.com
for more. Wendy is a paid consultant for Covetrus.
1. The Path to High-Quality Care: Practical Tips for Improving Compliance. AAHA Study, 2003;62-63.
2. Ortega A. Increasing Your Sales by Appealing to the Five Senses. Tru Vue. Available at: https://tru-vue.com/2016/06/increasing-sales-appealing-five-senses/#:~:text=Many%20
brands%20incorporate%20a%20sense,they%20can%20touch%20the%20product. Accessed Oct. 19, 2023.
3. The Learning Pyramid. Education Center. Available at: https://www.educationcorner.com/the-learning-pyramid.html. Accessed Oct. 19, 2023.
4. Kerwin N. APPA releases generational report on pet ownership, purchasing trends. Pet Food Processing. Available at: https://www.petfoodprocessing.net/articles/15660-appa-
releases-generational-report-on-pet-ownership-purchasing-trends. Accessed Oct. 19, 2023.
5. 75% of Millennials Prefer Texting Over Talking. Mobile Commons. Available at: https://uplandsoftware.com/mobile-messaging/resources/blog/75-millennials-prefer-texting-talking/.
Accessed Oct. 19, 2023.
6. Cote S. The Future of Sales Follow-Ups: Text Messages. Gartner. Available at: https://www.gartner.com/en/digital-markets/insights/the-future-of-sales-follow-ups-text-messages.
Accessed April 18, 2023.
7. Ultimate Email Marketing Benchmarks for 2022: By Industry and Day. Campaign Monitor. Available at: https://www.campaignmonitor.com/resources/guides/email-marketing-
benchmarks/. Accessed April 18, 2023.
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