Veterinary Economics - June 2012 - (Page 10)
Forget e-scheduling & pick up your phone
moved away from in the 1990s and 2000s on advisement from the same wizards who are encouraging us to offer these services now. Online scheduling: Not a good idea. True, more than 75 percent of Americans use the Internet, but few reserve restaurant tables, book hair appointments, or schedule
that started that junk had to stay open late in order to get clients through the door. There are a ﬁnite number of clients out there. You are not going to increase demand by increasing supply, other than increasing demand for a discounted service. People are not going to buy more pizza because the pizza joint stays open until 3 a.m. If they make a rocking pizza, they don’t need to do business in the wee hours. If they’re selling slop, they need to be the only game in town, and at 3 a.m. they are.
irtually everything mentioned in Veterinary Economics’ April cover story (“Give’em what they want”) is the kind of service this profession
Few people reserve tables or schedule doctor’s visits via the Internet.
Kiss resistance goodbye
doctor’s visits that way. Very few. If your website offers such a portal, you’re going to have to monitor it frequently. And tell the CPAs that you have to pay that person. If a client uses your portal and doesn’t receive the immediate response and satisfaction expected from an online experience, then you have achieved nothing but disappointment and frustration for clients. E-scheduling is not for most practices now. Perhaps in time. But remember, cellphone use rates higher than Internet use. Get your reception staff to pick up that phone quickly—and don’t put callers on hold. Rather than responding to an e-scheduling effort, try stopping the, “Hi, can you hold please?” Boarding is an integral part of all hospitals, and I have no idea why your author would suggest otherwise. Grooming, on the other hand, is a non-professional service and belongs as much in an animal hospital as a nail salon belongs in a dermatologist’s ofﬁce. We worked hard at de-professionalizing our hospitals and profession over the years, and that is why people get their dogs’ teeth “cleaned” at the groomer. As for extended hours, ask your CPA if he works until 11 p.m. or on Saturday. Nope! The corporate clip joints
loved reading Dr. Christina Winn’s May cover story “Kiss the dog and four more ways to improve client compliance.” I could
not agree more with her suggestions. I do emergency work, so I have the opportunity to build rapport with new clients during every visit. It is so refreshing to see that someone out there feels the way I do. I will certainly take your advice on wearing the right color to work, as well. I’m not sure how often you write for this magazine, but please keep the articles coming. I will be sure to print out this article and share it with my colleagues!
Chris Johnson, dvm
Oklahoma Veterinary Specialists Tulsa, Okla.
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VETERINARY ECONOMICS ❘ June 2012 ❘ dvm360.com
Table of Contents for the Digital Edition of Veterinary Economics - June 2012
Veterinary Economics - June 2012
Get in Touch
Practice Management Q&A
For Associates: Production Pay
Click & Copy
Boost Your EQ
Assess your EQ climate
Extinguish negative reviews
When disaster strikes … where will you be?
Checklist: Help clients help their pets
Lessons from the front lines: When disaster hits home
Designed to wow
Veterinary Economics - June 2012