Don’t you just love it when a plan comes together?
Focusing on the bond between the practice, the pets and their owners, instead of the services a practice provides, has proven successful. Two years ago, the Partners for Healthy Pets Inactive Client Program, a client-centric email reminder program was initiated.
- 1612 practices enrolled
- 126,576 previously inactive clients scheduled an appointment; an average of 128 patient visits per clinic
- Generated an average of $20,574 in revenue per practice from the targeted population of previously inactive clients (average of $160.73 per inactive client)
Source: AAHA NEWStat, September 16, 2019. Link. The PHP program is based upon clients’ visitation history, versus a timetable for a specific service. Instead of service-specific reminders, the PHP reminder program conveys an empathetic message that emphasizes three primary points to pet owners:
- Recognition that although pet owners have busy lives and it may be difficult to schedule checkups, they still want to provide great care for their pets
- The practice is sincerely concerned about their pets’ health
- Yearly checkups are as important as food and love
INSIGHTS: Share these results with colleagues and customers. Approximately 25,000 veterinary hospitals could have taken part in this program. If 5,000 more practices had participated and averages remained constant, nearly $103 million in additional revenue went unrealized.