Commentary
Smart systems, better communication and expanded services can all make a meaningful difference, say the authors of this article. Of the seven strategies listed, staff training, empowerment and client education are known to provide value for clients at points of service.
Patient no-shows take on a different meaning in the current vet visit environment. Industry metrics point to a decline in vet visits, plus a multi-year trend in the declining number of new puppies in homes, with cats staying relatively steady. When considering improving revenue, reaching unserved or lapsed clients in your locale provides the most potential.
Source: IVC Journal, August 11, 2026. Link. Running a successful veterinary practice means more than just providing great care. It also means running a smart business prepared to engage animal owners at all levels.
Commentary cont.
Expanding client reach begins with knowing the clinic visit recency data by individual pet and last date of service. Here are some concepts that can be deployed and executed by veterinary nurses and customer service representatives. Each time a clinic-to-client contact can be personalized, the likelihood of retaining a current client or recapturing a lapsed or lost client increases.
- Cohort 1 – Active clients notice and remember post-visit follow-up notes sent via regular mail. Consider a clinic-branded thank-you card signed by the team. Include the pet’s name and maybe a photo from the visit. Book the costs to retention marketing
- Cohort 2 – Contact clients whose pets are overdue for a wellness visit first by phone, then text and confirm by email.
- Instead of the “time for vaccine message,” inquire if the client still has the pet and how things are going so the pet’s record can be updated. From there, reinforce the importance of wellness visits and offer to schedule an appointment.
- Cohorts 3 and 4 – Sort clinic data by pet age, last clinic visit and identify a) dogs over 7 and b) cats over 10.
- Consider a senior pet article to share along with a personal note. Include the last vet visit date in the record and any offer for a senior care checkup. Also, communicate your hours and names of key staff members with special senior care certifications.
Image: Link.
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