Client Communication Best Practices – Save Staff Time & Money Ed Behrle · February 22, 2019

Veterinarians are at the heart of all we do Veterinarians are at the heart of all we do. We are here for you and because of you. Covetrus is a new global company created by the merger of Henry Schein Animal Health and Vets First Choice. For years, both organizations have been your independent partners … now we are together as Covetrus. Who is Covetrus? We are a group of passionate people bringing together products, services, and technology into a single platform. We enable our customers, veterinary professionals, to connect to the solutions and insights they need to work best. This presentation is brought to you by the Software Services team, or formerly known as Henry Schein Veterinary Solutions.

There are never enough hours in the day! Staff often struggle with completing daily tasks while still focusing on customers in the practice. There are never enough hours in the day! Proprietary & Confidential. ©2019

3 Stress causes human error and mistakes, throwing appointments off. 2 4 Staff juggles answering the phone with checking-in clients. Clients waiting on hold hang up and go elsewhere. 1 5 Practice opens and the phone starts ringing nonstop. Clients in waiting room grow anxious and complain on social media. Picture this… Proprietary & Confidential. ©2019

How do we fix this? Education Processes Automation icons Proprietary & Confidential. ©2019

What are we going to talk about today? Professional, mobile-friendly practice websites. Clients booking appointments when it’s most convenient for them. Boosting compliance with automated reminders sent via multiple channels. Building your practice’s reputation with reviews and surveys. Managing your business anytime, anywhere with mobile applications. Let’s quickly review what we’re going to cover today that is going to make your practice life easier Proprietary & Confidential. ©2019

A website conducive to your practice Nearly 90% of pet owners will research your clinic’s website before making their first appointment. What does your website say about the business you run? Ensure your website design and interaction is modern, professional, customizable, and responsive. Proprietary & Confidential. ©2019

What is a responsive website? Your website should look great on any device! Mobile devices are used at all points of the day. 33% of mobile research starts on a branded website. Source: HubSpot Share of Device Page Traffic throughout a Typical Workday Mobiles brighten the commute PCs dominate working hours Tablets most popular at night Segway from website to online scheduling Proprietary & Confidential. ©2019

What should your website offer? Forms Client education articles Links to your social media Online scheduling Prescription management Proprietary & Confidential. ©2019

of appointments scheduled online are for same-day 26% of appointments scheduled online are for same-day or next-day slots. Source: PatientPop Proprietary & Confidential. ©2019

What is online scheduling? Online scheduling is a simple, single-click tool that allows clients to schedule appointments directly on your website. Source: vCita Proprietary & Confidential. ©2019

Consider the costs In the average 2.5 doctor practice each year: Proprietary & Confidential. ©2019

Online Scheduling Myths Clients will take over my schedule and book appointments any time they want. Myth 1: Myth 2: My schedule is too hectic to allow clients to schedule online. If I don’t talk to clients before booking the appointment, they’ll book for the wrong slot and it will throw off our whole schedule. Myth 3: Myth 4: My practice was built on personal interaction with clients. Automated scheduling will hurt my efforts. Myth #1 Answer: We will work with your practice to put rules in place that control what clients can schedule for, how long each visit reason will last (length of duration for service), and how far in advance they can schedule. Myth #2 Answer: That is exactly why you need online scheduling. Nothing will change your day-to-day schedule, but clients also have hectic schedules and want to be able to coordinate a convenient time for them. Clients often have down time after your practice is closed. Online scheduling makes it easier for everyone. Myth #3: Communication is automated through a set of strict rules we help you put in place ahead of time. We also have live integration with your software calendar that prevents double booking, inappropriate appointment times, or appointments during emergency slots and breaks. Myth #4: The personal touch you have with your existing and future clients will not go away; however, not all clients have the time to talk to you while your practice is open. Online scheduling will allow these clients the convenience of scheduling 24/7. Myth #5: We will include a clear disclaimer and warning that emergencies require a call right away or visit to the nearest emergency hospital. Myth 5: Clients will schedule emergency and sick visits online. Proprietary & Confidential. ©2019

Online scheduling best practices Integrate your online scheduler with your software, website, social media, and client-facing app (as applicable). Encourage clients to schedule through your online option. Create general reasons for appointments, add a notes section, then set time allotments for each appointment. If additional clarification is needed a phone call can be made! Once you have your online scheduling set, you’ll want to ensure your reminders reflect this automated option. Proprietary & Confidential. ©2019

What is your practice’s reminder compliance rate? 70% 38% ? Practices should aim for a preventive care compliance rate of 70% or higher. How many of your clients do not come in for that preventive exam, and how many purchase those preventive products outside your practice? Besides protecting patients’ health, checkups safeguard your practice’s financial health. Preventive services and products generate 38% of a practice’s income. Source: Wendy Myers Source: Wendy Myers Proprietary & Confidential. ©2019

How do you communicate with your clients? Over 40% of practices surveyed report that they do not have a formal, written communication plan. Source: Vetstreet Proprietary & Confidential. ©2019

Automated, client friendly reminders Your communication plan should be fully automated and include multi-media reminders. Direct Mail Email SMS “Text” Voice Calls Proprietary & Confidential. ©2019

Postcard reminder best practices Automate your postcard reminders to save time for your staff. Send reminders weekly. Customize the reminders to your practice branding. Personalize the messaging to your practice’s tone of voice. Review the timing and adjust the reminders to fit your practices communication plan. “Weekly reminders will generate a steady stream of exams, even cash flow, and cause less stress on staff and doctors.” – Wendy Myers Proprietary & Confidential. ©2019

Are your messages being read? Text and Mobile 5 On average, texts are read 5 seconds after being received. 8X SMS produces engagement rates 6-8x higher than email. Are your messages being read? 90% of customers who participate in mobile loyalty programs say that they’ve gained value from them. 90% 150 The average person looks at his or her phone 150 times a day. Source: CityGro Proprietary & Confidential. ©2019

Email & Text Reminder Best Practices Send email and text reminders earlier and more often to increase effectiveness Use registration and drop-off forms to obtain client permission to send emails Ask for a mobile number instead of a home number. Verify email address every time a client comes in to the office. If a client has a bounced email address, remove it from your system so you’re reminded to request a new email address when they come in next. Look for duplications in your system that could be causing issues with reminders and reporting in your practice. Proprietary & Confidential. ©2019

Bonus: Appointment Reminders Automated appointment reminders take another manual task away from the stress of your staff. Set email and text appointment reminders for automation Have confirmations automatically sync back to your practice management software When clients do not confirm, then follow-up with a phone call If a client declines an appointment, use your online scheduling feature to encourage a time to reschedule that better meets their needs Proprietary & Confidential. ©2019

Don’t forget about lapsed patients! A bonding rate measures the number of customers who are returning to the practice after 18 months. If your bonding rate is under 30%, you should take immediate action. Have not visited the practice in the past 18 months. 23% 77% Visited the practice in the past 18 months. In the average practice, just over 20% of the customer base hasn’t been seen in the last 18 months. Proprietary & Confidential. ©2019

Target Lapsed Clients Target clients who have not visited the practice in 18+ months. Reach out to clients Track success, learn from clients, and clean up your practice database. Regardless of the clients you’re targeting—lapsed or active—they’re going to keep an eye on your social precence. In this day and age, Telephone call between 6:30 p – 8 p Email campaign Postcard/letter Proprietary & Confidential. ©2019

of customers expect a business to be active on social media. Are you social? 85% of customers expect a business to be active on social media. Source: Vocus “Is your practice active in social media? Are you posting to Facebook or Instagram? Are you responding to positive and negative reviews? How about comments that are questions or compliments? Proprietary & Confidential. ©2019

Optimize Your Social Presence Review key information displayed on your practice’s pages on Facebook, Yelp, and Google. Description of your business and business name. Business category. If a change is made in your practice (e.g., business hours, phone number, address), include your social media listings in the change. This is becoming the first place people go for information—make it useful! Review photos. Are they consistent with the branding in your practice? Is your logo on all profile images? Is your cover photo an image of your practice or staff? Is this consistent across all social media listings? Proprietary & Confidential. ©2019

Manage Reviews Have you read the reviews your clients leave for your practice? What are your clients saying? Negative reviews can hurt your business. Positive reviews mean more patients! A Harvard Business Study states that a one-star increase on Yelp can result in a 5-9% increase in revenue. of consumers say that a business’s response to reviews helps them to decide if they are going to patronize that business. Source: TripAdvisor Proprietary & Confidential. ©2019

Measure customer satisfaction after every visit Incorporate post-visit surveys in your overall marketing strategy Engage clients with surveys before they go online and possibly post a negative review What do 5-star ratings and positive online reviews do for your business? Higher ranking on Google = Positive word of mouth = New clients and more revenue Proprietary & Confidential. ©2019

Client satisfaction survey best practices Keep it short—about 5 questions max—including 1 open-ended question. Smart survey—use a scale of 1 through 5. If responses are: 4 or 5; ask for a review! 3; thank them for their loyalty! 1 or 2; try to get contact info and get in touch with them. Aggregate feedback! Test practice changes with a survey question. Proprietary & Confidential. ©2019

Manage your practice on the go While client app compliance remains low, your practice can be managed in the palm of your hand. Proprietary & Confidential. ©2019

Wrap Up Create a professional, mobile-friendly practice website Enable your clients to book appointments when it’s most convenient for them Boost compliance with automated reminders sent via multiple channels Build your practice’s reputation with reviews and surveys Manage your business anytime, anywhere with mobile applications What did we review today? **Review bullets** These 5 areas are going to dramatically reduce the workload for your practice—maybe you’re doing some, maybe you’re doing none. If you go ahead and automate these features, not only will your staff thank you, but your bottom line will to. The best part? You don’t have to do this alone. Covetrus, formerly Henry Schein Veterinary Solutions, has the tools to help, Proprietary & Confidential. ©2019

Rapport Industry leading websites Automated online scheduling options Bi-directional communication Client satisfaction & reputation management Customizable practice app Proprietary & Confidential. ©2019

Questions? Proprietary & Confidential. ©2019