{"id":21910,"date":"2022-05-01T00:00:33","date_gmt":"2022-05-01T00:00:33","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=21910"},"modified":"2022-06-15T17:48:50","modified_gmt":"2022-06-15T17:48:50","slug":"veterinary-no-shows-0622","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/veterinary-no-shows-0622\/","title":{"rendered":"6 Ways to Reduce No-Shows"},"content":{"rendered":"<p style=\"font-weight: 400;\">Do you find yourself saying, \u201cI can\u2019t believe Bella\u2019s owner didn\u2019t have the courtesy to call and let me know they weren\u2019t coming to the appointment\u201d? Unfortunately, no-shows are common nationwide, with one practice owner I know averaging about seven a day. While some no-shows feel like a blessing, especially when your clinic is slammed or you don\u2019t look forward to the appointment, the reality is they can negatively affect a veterinary practice. When you turn away patients because of a full schedule, each slot is a coveted revenue and pet care opportunity.<\/p>\n<p style=\"font-weight: 400;\">Before I propose solutions, let\u2019s consider why clients no-show. In many cases, they aren\u2019t delighted with their reservation and took what they could get at the time. They might search for something better with one of your competitors or price-shop. If they land a better option, they might forget to call you or decide not to tell you.<\/p>\n<p style=\"font-weight: 400;\">That last scenario is like booking dinner at a restaurant. Maybe your favorite bistro can\u2019t get you in until 8 p.m., but you\u2019re already hungry at 5. You call around and find a place a little farther away that can accommodate your party at 6. You book it and don\u2019t bother to notify the first place.<\/p>\n<p style=\"font-weight: 400;\">Veterinary clients might not call to cancel because:<\/p>\n<ul>\n<li>They don\u2019t want to have a conversation about it.<\/li>\n<li>They think you won\u2019t notice because you seemed not to care when they called.<\/li>\n<li>They think you\u2019ll be happy because you told them how busy your clinic is.<\/li>\n<li>They had no idea how busy you are and didn\u2019t realize that a call would help you.<\/li>\n<li>Life got busy, so they forgot.<\/li>\n<li>They were anxious about the appointment and couldn\u2019t deal with it emotionally.<\/li>\n<li>Calling and being put on hold is too time-consuming.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">Here are six things you can do to help a client reschedule an appointment or, better yet, <a href=\"https:\/\/todaysveterinarybusiness.com\/book-ahead\/\">prevent a cancellation<\/a>.<\/p>\n<h3>1. Provide Options<\/h3>\n<p style=\"font-weight: 400;\">The best way to make sure a client is comfortable with an appointment is to offer choices. For example:<\/p>\n<p style=\"font-weight: 400;\">\u201cMs. Smith, I have three options for you and Fluffy. We can:<\/p>\n<ul>\n<li>\u201cGet you in a 30-minute slot with Dr. Stacee on Tuesday, June 21, at 2:15 p.m. or the week of June 26.<\/li>\n<li>\u201cSchedule a drop-off on most any day. You can leave Fluffy with us, and Dr. Stacee will work on her between her appointments or over lunch.<\/li>\n<li>\u201cSet up a telemedicine consult via our mobile app. Then, you can ask Dr. Stacee questions about Fluffy.\u201d<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">Giving at least two options is better than one because the receptionist can listen carefully to understand preferences and determine what the pet owner isn\u2019t comfortable with. For example, client responses might include:<\/p>\n<ul>\n<li>\u201cIs that the soonest I can get in?\u201d<\/li>\n<li>\u201cHmm, I think I can make it work.\u201d<\/li>\n<li>\u201cCan you call if there are any earlier cancellations?\u201d<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">Those responses can put an appointment at a higher risk of a no-show, so remember to confirm the appointment later or find a solution, if possible, that the client deems more acceptable.<\/p>\n<h3>2. Make Rescheduling or Canceling Easier<\/h3>\n<p style=\"font-weight: 400;\">Face it: Calling a veterinary practice, or any business for that matter, is sometimes the last thing a busy pet owner wants to do. So, make sure all appointment confirmation messages have a \u201cCancel\u201d or \u201cReschedule\u201d button on the email, text or app notification.<\/p>\n<p style=\"font-weight: 400;\">I recently booked a dinner reservation in Durango, Colorado. The day before, I received an email containing a \u201cCancel\u201d button, which was handy because I had gotten a better reservation and didn\u2019t have to call.<\/p>\n<h3>3. Send the Appointment to a Personal Calendar<\/h3>\n<p style=\"font-weight: 400;\">The old saying goes, \u201cIf it isn\u2019t in the calendar, it\u2019s not going to happen.\u201d People are busy and distractions infinite, so it\u2019s no wonder that clients flat out forget to show up. The days of the paper calendar are dwindling, and many people organize their life using a smartphone calendar. Make sure your automated reminder system includes a button to \u201cAdd to iCal\u201d and \u201cAdd to Google Calendar.\u201d<\/p>\n<h3>4. Ask for a Commitment<\/h3>\n<p style=\"font-weight: 400;\">A Chicago restaurant suffering from 30% no-shows made a small but effective change to its booking style. Instead of saying, \u201cPlease let us know if something comes up and you can\u2019t make it,\u201d the business asked callers, \u201cWill you let us know if something comes up and you can\u2019t make it?\u201d The appointment-taker waited for the caller to say \u201cyes,\u201d which is a critical part of the response. A person who gives a verbal commitment takes it more seriously. It\u2019s a personal promise or agreement rather than a suggested \u201cnice to know.\u201d<\/p>\n<h3>5. Take Same-Day Appointments<\/h3>\n<p style=\"font-weight: 400;\">The No. 1 reason for no-showing is when the client is concerned about a pet and wants the animal to be seen as soon as possible. With appointments booked weeks in advance, most practices I talk to build in daily schedule holes. The slots fill within minutes of the clinic\u2019s opening because of the high demand for veterinary services.<\/p>\n<p style=\"font-weight: 400;\">But that\u2019s not all. The solution is to add more same-day slots until they don\u2019t quite fill. That way, you reduce the chance of burning out your team or compromising patient care.<\/p>\n<h3>6. Create a Line<\/h3>\n<p style=\"font-weight: 400;\">This next idea might be worth a try: The first two hours of the day are first come, first served. Then, you don\u2019t take any more unscheduled clients when you reach capacity.<\/p>\n<p style=\"font-weight: 400;\">By embracing the \u201cearly bird gets the worm\u201d theory, you weed out pet owners willing to do anything versus those who aren\u2019t. There is always tomorrow at your clinic for clients who are turned away. (Please note that I\u2019m not suggesting you handle emergencies this way, only non-life-threatening illnesses and injuries.)<\/p>\n<p style=\"font-weight: 400;\">The truth of the matter is that veterinary medicine is transforming. Given the increasing number of <a href=\"https:\/\/todaysveterinarypractice.com\">patient visits<\/a>, what\u2019s critical for our practices and teams to thrive are innovation, creativity and technology solutions.<\/p>\n<hr \/>\n<h3><span style=\"color: #008000;\">BY THE NUMBERS<\/span><\/h3>\n<p style=\"font-weight: 400;\">Some veterinary practices make clients put their money where their request is by requiring a pre-appointment deposit to minimize no-shows. I consider it a last-resort solution because it\u2019s not simple. If you implement such a policy, consider:<\/p>\n<ul>\n<li>Is it for all clients or just those you think might no-show?<\/li>\n<li>How do you define a potential no-show?<\/li>\n<li>How will you accept the payment? (Warning: Doing it by phone means more time spent on the phone.)<\/li>\n<li>How will you handle no-show clients who demand their money back?<\/li>\n<li>How does success look? For example, what is your goal for reducing no-shows? A 50% drop? Fewer than two a day? If you don\u2019t track the numbers, you won\u2019t know whether your policy works.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Do you find yourself saying, \u201cI can\u2019t believe Bella\u2019s owner didn\u2019t have the courtesy to call and let me know they weren\u2019t coming to the appointment\u201d?<\/p>\n","protected":false},"author":263,"featured_media":21911,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"iawp_total_views":0,"footnotes":""},"categories":[361],"tags":[],"class_list":["post-21910","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-june-july-2022","clinical_topics-practice-management"],"acf":{"hide_sidebar":false,"hide_sidebar_ad":false,"hide_all_ads":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.7 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ 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