Years ago when I owned my first practice as a solo vet, we ran a very simple but effective system to remind owners that their pets were due for their annual booster vaccination. At that time we had no computers, mobile phones, faxes or e.mails and the reception staff were charged with filling out and addressing a postcard, stamping it and put it in a box ready to be posted 12 months hence, every single time a client came in with a cat or dog for their initial or booster vaccination. The system was so simple it really couldn’t go wrong and from memory, recall rates for the first posted reminder were 65% or more rising to 70 or 80% after the second or third reminder.
What’s changed over the last thirty or forty years? Is it because practices are fully computerised and staff have forgotten how to use a pen a paper. Is it because clients aren’t so ready to accept professional advice or is it because vets are less confident about offering firm advice about the value of preventive medicine.
Episode 107 of the Veterinary Business Video Show includes a clip in which Diederik Gelderman, a management consultant based near Sydney, offers some suggestions and practical tips to improve your response rates