Office Procedures Block 3 Flashcards
(52 cards)
Strict guidelines for marketing/advertising as per the ABVMA
1) must not play on public fears
2) must not claim product or service superiority
3) must not offer to diagnose, prescribe or offer treatment without exam
4) must not exaggerate or guarantee results
5) information must be true and valid
Professional marketing may include
1) physical appearance of clinic
2) courteous and polite staff
3) sending reminder calls/emails/phone numbers
4) staff dressing and acting in an appropriate matter
5) sending sympathy cards
6) senior month (November)
Goal of professional marketing
1) clients looking for quality and value
2) clients judge the level of communication
3) veterinary services are a “people service” business
Various ways for veterinary clinics to market themselves
1) marketing the practice as a “one stop shop” for pets needs
2) marketing professional services offered
3) marketing grooming (attached to clinic)
4) marketing training and behaviour (puppy class)
5) acknowledging everyone that walks in (smile/nod head)
6) hold pet/occupy children while they shop
How to market/advertise services; how to keep/gain clients
1) telephone
2) Advertising
3) promotions
4) client handouts
5) reminders
Telephone
Every call is an opportunity to keep/gain clients
Price shoppers are very common- always mention exactly what is included in the price / explain why accurate quote can’t be given over phone for certain procedures
Advertising
Have good clinic website
Consider Facebook page
Set up booth at local events or in clinic
Phone book ads, newspaper (older clientele)
Newspaper ads around neighborhood
Promotions
Senior month (November)
Dental month
Puppy classes/socialization/work shops
First aide training
Client handouts
Improves clients retention of information and often results in better health care for the pet
Reminders
Vaccine boosters
Annual exams
Spays/neuters
Reasons for selecting a particular clinic
1) finding/choosing a veterinary clinic is one of the most important things owners can do for their pets health
2) find a vet they can trust/relate to on a long term basis
Where to look for a vet
1) referral from a friend, family member, neighbor
2) internet/yellow pages/ advertisement
3) newspaper/ local fund raising event/ tv and radio
4) your current veterinarian
If a clients veterinarian has left a multiple veterinarian clinic:
1) vet has moved away, left for another practice, bought their own practice
2) other clinics may be concerned about losing their clients ; may advise staff to recommend another veterinarian with similar practice style
When to look for a veterinarian
1) before getting a new pet
2) find a vet before their pet actually needs one
What to look for when finding a new vet
1) office hours
2) professional staff
3) fees and payment options
4) services offered
5) facility
6) location
7) emergency care
8) professional affiliations
Office hours
What days/hours is the clinic open
Is it appointment only or are walk ins available
Professional staff
Are the staff polite/informative over the phone ?
Is everyone friendly / helpful
Do you feel welcome both over the phone/in person
Fees/payment options
Do they offer common forms of payment (credit card, interact, cash
How do the clinic fees compare to other clinics in the same area
Services offered
What medical and surgical services offered?
Any special services?
Facility
Is building clean and presentable?
Any debris or foul smells
Location
Is the clinic in a convenient location
Emergency care
Does clinic offer emergency care during the day / after hours
Professional Affiliations
1) are they members of the CVMA (Canadian Veterinary Medical Association)
2) Are they members of the AAHA (American Animal Hospital Association)
3) are they members of the CAVM (Calgary Academy of Veterinarian Medicine)
4) Are they members of the ABVMA (Alberta Veterinary Medical Association)
The veterinary facility
1) waiting room
2) exam room
3) possible diagnostics
4) surgery
