Boosting business with a better reminder protocol
Need a solution for creating a communication strategy that takes the burden off your team and increases compliance?
The secret? Communicating with clients by their preferred method.
The real cost of sending manual postcards
The average veterinary practice spends 80¢ in staff time, printing, and postage for every postcard it sends. Sending 500 postcards per month—the number a typical two-doctor practice would send—costs $4,800 per year. Unfortunately, only 20% of veterinary clients respond to this traditional method of communication, resulting in fewer client visits and poorly educated clients who choose to spend their money elsewhere.
According to the American Animal Hospital Association, the average revenue per visit is $140.1 Those 80% of clients who didn’t respond to your postcard reminder represent up to $56,0002 per month ($672,000 per year!) in revenue left on the table. To be truly effective, your communication plan should be fully automated and include a variety of reminder types, including direct mail, email, text and phone calls.
Multiple vehicles, more revenue
The good news is that most pet owners still want postcards. But, you also need to communicate with your clients based on their preferred style. The best protocol to increase staff efficiency and get better results is to send automated postcards weekly that are customized to your practice.
Combining print and digital reminders can increase compliance up to 31%.3 Adding text messages can boost this number even more.
Here are the top reasons why many reminder programs fall short:
- Most traditional programs focus on appointment reminders and overdue procedure alerts for specific services, such as vaccinations, heartworm checks, and dental services.
- Messages are typically impersonal, which some clients may consider insensitive or commercialistic.
- Most reminders don’t focus on client status; typically, they are sent only to active clients who have visited the practice within the previous 12 months, not inactive clients who can help drive growth if they return to the practice.
- Active clients who fail to respond to service-specific reminders may not receive a follow-up reminder. Not sending a follow-up places these clients at risk for becoming inactive.
To learn more about increasing your Reminder Compliance with Automated Communications, call 855-980-9099.
1American Animal Hospital Association (AAHA)
2Assumes 80% * 500 * $140
3Vetstreet Reminder Compliance Study