{"id":75571,"date":"2024-02-01T00:00:32","date_gmt":"2024-02-01T05:00:32","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=75571"},"modified":"2024-01-29T21:24:26","modified_gmt":"2024-01-30T02:24:26","slug":"clients-opening-shots-0224","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/clients-opening-shots-0224\/","title":{"rendered":"Q&A: Absenteeism, Invoice Errors and Attracting Clients"},"content":{"rendered":"

Q: We\u2019re seeing a slowdown in growth and appointments at our small community clinic. I\u2019m considering offering the next 20 new clients a free pet exam to generate word-of-mouth. Any other suggestions on getting new clients?<\/strong><\/p>\n

A: Proximity and accessibility are always top when someone chooses a new business or service, followed by suggestions, reputation and alignment with needs, budget and value. You\u2019ll note that nowhere on that list was \u201cfree visit.\u201d<\/p>\n

I would avoid discounts and free exams or services if you\u2019re trying to grow your practice. In addition to being profit-busting moves, they tend to attract clients interested in veterinary care at the lowest cost rather than high-quality or excellent service. When you give away services, many recipients have long memories and often expect \u201cfree\u201d or \u201cdiscounted\u201d forever.<\/p>\n

My go-to growth tactic is to host an open house. Our first one occurred a couple of months after the hospital opened, and it became an annual tradition. Many people were curious about what we had to offer but weren\u2019t willing to bring in a pet to learn more. Others were loyal to their \u201cold\u201d veterinarian and needed an excuse other than an office visit to see if we were a better fit.<\/p>\n

Another tip is to evaluate and enhance your website and social media. Loads of veterinary marketing companies are ready to meet your needs and budget. An online presence is still the best bang for the buck.<\/p>\n

I\u2019ve also had tremendous success working with local media to generate guest posts, serve as a news source and provide commentary on animal health issues. You\u2019ll see new patients if you position yourself as your area\u2019s veterinary expert.<\/p>\n

I\u2019d be remiss if I didn\u2019t remind you to focus on your current clientele. We sometimes miss the most obvious opportunities when we follow flashy trends. Social media<\/a>, newsletters, website refreshes and improved reminders can reengage poorly compliant clients.<\/p>\n

Finally, targeted marketing can reignite routine care revenue. Many distributors and companies provide those services at low or no cost, so don\u2019t be afraid to ask.<\/p>\n

Q: My team\u2019s poor work ethic and willingness to exceed their paid time off have gotten out of hand. We\u2019re already short-staffed, so everyone suffers when a team member calls out sick or demands unpaid time off. One employee said we\u2019d have to close the day before a holiday because she wouldn\u2019t work then. What\u2019s a practice owner to do?<\/strong><\/p>\n

A: A lot is happening here, and I understand your frustration. I\u2019ll start by dispelling the notion of expecting employees to be as dedicated to their work as the owners are. Expecting hourly wage earners to miss important events and potentially harm their health for a paycheck is unrealistic and unreasonable. As the owner, you shouldn\u2019t be surprised when employees object.<\/p>\n

A team\u2019s \u201cpoor work ethic\u201d can often be traced to stressful work environments, intergenerational clashes, inequitable pay structures, inadequate career paths, misalignment of core values and poor communication.<\/p>\n

Discuss the problem with your team, provide facts and figures on employee absences, and ask for suggestions. Understanding the reasons for the excessive days off is essential to solve the problem.<\/p>\n

Also, ask yourself:<\/p>\n