How Many Times Are You Going to Ask Me?

By Shawn Tryce, Em Dash Communications, LLC

The answer is every time. Every time a regular client walks up to your front desk to check in for their appointment, they need to verify their current contact information. It happens when we check in to our medical appointments, and it should happen at Veterinary practices.

You won't have to think too far back to remember the last time you saw an "Undeliverable As Addressed" yellow sticker of doom on a returned invoice envelope. Or, when you called a client to talk over their pet's cruciate repair procedure and hear that the phone number is no longer in service only because someone entered it incorrectly.

Taking this step leads to more pristine client records and can increase revenue. Any mailed invoicing will reach their recipients without delay. You can collect or correct email addresses that you can later use for marketing. Again, as in human medicine, ask about their pet's medical insurance information. If your client does not have pet insurance, you have planted a seed. Some clients will later research medical insurance for their pet(s). More insured pets mean more clients approving your treatment recommendations, particularly when it comes to surgical procedures, extended care, and older pets.

At check-in:

• Confirm primary contact's name, address, telephone number, and email

• Ask for the patient's insurance information

• Confirm the names of the pets in the household being treated at your practice

During peak hours, your staff can feel pressured to process check-ins as quickly as possible. It is essential that they remain composed and go through this process with each client. Other additional information that can be gathered at another time is a secondary contact and confirmation of meds. Having current and accurate client information saves time and money.

Next to human resources, marketing is the most important investment you will make in your veterinary practice. If you are ready to execute traditional marketing methods with professional expertise and enter the digital landscape with confidence, Em Dash Communications is here to lead the way and show you how to "Stay Pawsome." Let's start the conversation.