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Call your overdue clients
Calling clients can be a great revenue builder.
If things have slowed down in your practice, here's an easy and cost-effective way of generating revenue from existing clients. Ask a team member to call 25 randomly selected clients and say, "In reviewing our records, I see that (pet's name) has not had (needed service) since (date). I'm calling to see if you'd like to make an appointment at this time."
That's it. No long explanation of why it's important. No reminder that underlying disease can be present before noticeable symptoms arise. Certainly no heavy-handed sales pitches or scare tactics of any kind. Keep it low-key and see what clients say.
You may learn that a client has moved away or is seeing another veterinarian. Or the pet owner may say, "Max is doing fine, and I don't care to make an appointment at this time." But you may be surprised to learn what many receptionists hear from clients:
> "Has it really been that long?"
> "I know it's been a long time. I've been meaning to call you."
> "I've been waiting for you to call me."
Needless to say, any one of these replies will lead to an appointment, and just a handful of appointments will make the exercise worth it. It's a win-win proposition—for clients, pets, and your practice.
Veterinary Economics Editorial Advisory Board member Bob Levoy is a speaker and writer based in Roslyn, N.Y. His latest book is 222 Secrets of Hiring, Managing, and Retaining Great Employees in Healthcare Practices (Jones and Bartlett, 2007).