What's old hat for your staff is a total mystery to pet owners.
Here's the deal: You at the clinic understand vaccine protocols and schedules and your clients don't. Brian Conrad, CVPM, says this is old news and that you should have a multi-tiered approach to assisting pet owners in need. For example:
Give them something to go on: A handout or email will help clients understand the process.
Remind them: A rigid plan of patient care is on your mind every day--not necessarily on clients' minds.
Follow up: Reach out and remind clients when it's time to see them again.