Client compliance has been one of the main concerns of any pet clinic. The only way to solve this is to improve your system and reinforce your staff. Sometimes, it’s not enough to give customers follow-up calls to remind them about their next appointment. You need better ways to make sure your clients comply with every procedure.
To help you get started, here are some strategies you could use at your clinic:
Proper Scheduling is Everything
Find out how your staff manages the scheduling for client appointments. Sometimes, the problem could be internal. Make sure the receptionist logs all the client visits and their scheduled appointments. They should also start tracking every appointment.
What are the reasons provided by the client? Did they ask to move the date or time? Having these records can help you find the root cause of non-compliance and make the necessary adjustments.
Start Tallying Your Client Reminders
You need to know how many times your team members communicate with your clients. Whether in person, phone calls, emails, text messages, or via social media, you need to itemize everything, so you can pinpoint the problem.
Diversify Your Client “Touches”
There are many ways to reach out to your clients. Other than using software programs like email calendar or snail mail, you can provide veterinary reminder cards. Be sure to include all the important details. In some clinics, they also add educational materials to make it more interesting. Be creative and make the message catchy.
Educate Your Clients
Before they leave the clinic, make sure they have a better understanding of your advice or recommendations. Take some time to explain how important each procedure is to the health and wellness of their pets. Don’t wait for them to ask questions. Instead, take the initiative to educate them further.
Client compliance is important to the clinic’s success. Get everyone on board and start training your staff on how to communicate properly.