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Use social media to remind clients of yearly parasite testing

It’s Monday morning, and you’ve experienced a tsunami of sick-patient exams. When the afternoon recedes into a steady stream of preventive checkups, you update the clinic’s Facebook page. Unsure of what to post, you share another adorable photo of the clinic cat napping on the front counter during the morning’s chaos. Your veterinary hospital needs to take a strategic rather than erratic approach to social media.

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Are you letting clients wiggle out of heartworm prevention?

Each veterinary team member talks with 30 or more clients everyday. Use these conversations as opportunities to promote year-round protection against heartworms. A wishy-washy approach may cause pet owners to say no. Here are wiggle words to avoid when discussing heartworm preventatives.

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Avoid wiggle words that kill dental compliance

After diagnosing a dog’s Grade 3 dental disease, the veterinarian told the pet owner, “The receptionist will give you an estimate for the procedure when you check out.” Once collecting payment for today’s checkup, the receptionist said, “Here’s that estimate that the doctor wanted you to have for your dog’s dental treatment.” Not surprising, the lackluster emphasis and explanation resulted in compliance failure. Veterinarians, technicians and receptionists may be using wiggle words that result in no treatment or delayed care for necessary medical procedures. Here are wiggle words to avoid in client conversations.

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Answer incoming calls with the speed of a Greyhound

If you’re slow to answer calls, pet owners might assume that your veterinary hospital is closed or too busy to care. The standard in the service industry ranges from answering 80 percent of calls within 20 seconds to 90 percent of calls answered with 10 seconds.

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6 exam codes every practice needs

Here are six exam codes that every practice needs. Update your practice-management software so reminders are accurate, patients get needed follow-up care and future revenue is guaranteed.

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Are you grumpy or a Golden Retriever over the phone?

Your receptionist is the first impression that callers have of your veterinary hospital, whether they are returning clients or price shoppers who are about to become new clients. If Grumpy Gloria answers calls with negative or rushed tones, she could create negative impressions with pet owners who plan to spend hundreds with your hospital. Did you know that 42% of customers would switch businesses because of an unhelpful or rude employee?

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Are You Confident or Fearful When You Talk to Clients About Money?

You greet Mrs. Johnson and her dog, Max, in the exam room. When she visited six months ago, Mrs. Johnson shared that her husband had been laid off from his job. Should you present Plan A for today’s preventive care or offer the basics? The answer is always Plan A, regardless of clients’ financial situations. Plan A echoes your preventive standards of care and may help pet owners save money in the long run. Your ability to confidently explain financial information to clients impacts their decisions to accept veterinary care.

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How a Slip Leash Can Change The Client Experience

Did you know that an item less than $1 could improve clients’ experiences? Here are four ways to use leashes to please pet owners.

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Why Your Employees Need Business Cards

Providing business cards for staff can increase clients’ confidence in your team and generate new clients. Use both sides of a business card. The front should feature your logo, address, phone number, website and social media icons. On the back, have a group card for the client service, technician, boarding or grooming teams. The client service team card would list receptionists while the technician group card features names of technicians and assistants. Include employees’ work emails next to their names. Print an appointment reminder on the bottom of card such as “Your best friend’s next appointment is ______ a.m. / p.m.” Here are six ways employees could use business cards.

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Ways Your Team Can Promote Dentistry

Imagine you’re a dog owner and visit the veterinarian for your dog’s annual checkup. You spend $107 for a preventive care exam, DA2PP vaccine, a three-year rabies vaccine, intestinal parasite screen and heartworm test.1 Add flea/tick and heartworm preventatives averaging $25 per month or $300 for 12 months. This preventive care visit totals $407. During the exam, the doctor diagnoses your dog with Grade 2 dental disease and recommends treatment. A technician gives you a treatment plan for $511. You’re facing $918 in veterinary care—when you assumed your dog just needed shots. Veterinarians frequently diagnose dental disease during checkups because 80% of dogs and 70% of cats age 3 and older have dental disease, according to the American Veterinary Dental College. Your team’s ability to confidently explain the dental diagnosis, treatment and fees will determine whether pets get needed medical care.

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Veterinarian examining a dog

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