In a busy veterinary practice, marketing is hard to fit in. It’s one of those very necessary tasks that not many people have time for. One way to help solve this dilemma is to automate as much marketing as possible, through practice management software. Here are three ways that software and technology can help make marketing manageable.
Measure, Measure, Measure
No matter the size of the business, savvy business owners know that it’s critically important to keep their fingers on the pulse of their customers. When companies cease to listen to their customers and deliver the experience that customers expect, things can go off track quickly.
The same is true with veterinary practices. Constantly measuring customer satisfaction and loyalty is vital to fixing any operational or personnel issues getting in the way of customer experience. One of the best ways to do this is to automatically survey clients after they leave their appointments, using your practice management software to automate the process. This keeps valuable insight coming in regularly.
With Patterson’s Reputation Builder solution, for example, which now integrates with NaVetor, you can send unlimited surveys tailored to each client based on the client’s visit type. Automating this process will help you glean invaluable feedback on an ongoing basis, without much work from you or your staff.
Share the Positive Feedback
So you’re regularly surveying clients, noting what’s working and what’s not, and making changes where necessary so that your veterinary clinic is the best in the area. Why not share some of the positive feedback to encourage more pet owners to visit your clinic?
More and more pet owners are turning to online reviews to help them select the right veterinary practice. Chances are, the survey tool you are using to measure customer feedback can also be used to broadcast positive reviews, both on your website and on third-party review sites like Google, Facebook, and Yelp, which are some of the most popular. But staying on top of all of your reviews can be daunting if you have to visit each review site regularly. In a busy veterinary practice, who has time for that?
In addition to sending surveys, Patterson’s Reputation Builder will also gather and display all of your reviews in one place so you can stay on top of new ones coming in. It also encourages clients to post positive reviews on the public review sites such as Google and Yelp, growing and improving your online reputation.
A tip: Respond to all reviews you receive, both positive and negative. A recent study by the Harvard Business Review found that replying to customer reviews resulted in better ratings over time.
Automate Client Communication
Great client communication is a hallmark of great veterinary practices. Sending the right notices at the right time keeps clients informed of care recommendations and can help ensure that patients are seen on time and as often as necessary. But it takes work to stay on top of health service reminders, appointment reminders, Birthday greetings, and the like. Can this process be automated?
Yes, with the right software in place. Your software can help you customize the quantity and frequency of reminders and notifications so they happen automatically, in the background, while you and the veterinary staff focus on the patients in the clinic as well as more important office duties like receiving inventory and managing check-in and check-out.
In addition to automation, electronic communications can yield better results. Recent studies show that 90 percent of people read a text message within the first three minutes of receiving it.
These capabilities are now part of NaVetor, thanks to the recent integration with Patterson’s ePET. Today, veterinary practices using NaVetor software can do the following, right from within NaVetor:
- Customize the times and frequency of health service reminders via email and text.
- Send automated “Happy Birthday” greetings to patients, to all species or just a few, via email or text.
- Send automated appointment reminders via email or text, customizing the timing and frequency of reminders.
Request a Demo
Inspired by what you’ve seen? Interested in seeing how NaVetor can work in your practice? Contact us to set up a personalized demonstration of the software.