{"componentChunkName":"component---src-templates-blog-post-js","path":"/blog/maximise-client-retention-without-increasing-team-workload","result":{"data":{"post":{"content":{"childMdx":{"body":"function _extends() { _extends = Object.assign || function (target) { for (var i = 1; i < arguments.length; i++) { var source = arguments[i]; for (var key in source) { if (Object.prototype.hasOwnProperty.call(source, key)) { target[key] = source[key]; } } } return target; }; return _extends.apply(this, arguments); }\n\nfunction _objectWithoutProperties(source, excluded) { if (source == null) return {}; var target = _objectWithoutPropertiesLoose(source, excluded); var key, i; if (Object.getOwnPropertySymbols) { var sourceSymbolKeys = Object.getOwnPropertySymbols(source); for (i = 0; i < sourceSymbolKeys.length; i++) { key = sourceSymbolKeys[i]; if (excluded.indexOf(key) >= 0) continue; if (!Object.prototype.propertyIsEnumerable.call(source, key)) continue; target[key] = source[key]; } } return target; }\n\nfunction _objectWithoutPropertiesLoose(source, excluded) { if (source == null) return {}; var target = {}; var sourceKeys = Object.keys(source); var key, i; for (i = 0; i < sourceKeys.length; i++) { key = sourceKeys[i]; if (excluded.indexOf(key) >= 0) continue; target[key] = source[key]; } return target; }\n\n/* @jsx mdx */\nvar _frontmatter = {};\n\nvar makeShortcode = function makeShortcode(name) {\n  return function MDXDefaultShortcode(props) {\n    console.warn(\"Component \" + name + \" was not imported, exported, or provided by MDXProvider as global scope\");\n    return mdx(\"div\", props);\n  };\n};\n\nvar Iframe = makeShortcode(\"Iframe\");\nvar layoutProps = {\n  _frontmatter: _frontmatter\n};\nvar MDXLayout = \"wrapper\";\nreturn function MDXContent(_ref) {\n  var components = _ref.components,\n      props = _objectWithoutProperties(_ref, [\"components\"]);\n\n  return mdx(MDXLayout, _extends({}, layoutProps, props, {\n    components: components,\n    mdxType: \"MDXLayout\"\n  }), mdx(\"p\", null, \"It\\u2019s that age old question; \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"how do we get more, without doing more?\")), mdx(\"p\", null, \"But could it be that the greatest hack there is you already have in your arsenal?\"), mdx(\"p\", null, \"Mastering pet owner communication through utilising reminders is a great way to get yourself in front of your clients without having to physically place yourself in front of them!\"), mdx(\"h2\", null, \"What is a Reminder?\"), mdx(\"p\", null, \"A reminder is an alert, which can be used to keep pet owners compliant with your veterinary recommendations.\"), mdx(\"p\", null, \"A reminder could be sent via:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Push notification\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"SMS\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Email\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Postcard\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Phone call\")), mdx(\"p\", null, \"Reminders are a perfect way to begin mastering the art of current pet owner communication needs. They can maximise client retention and require minimal effort.\"), mdx(\"h2\", null, \"Why Are Reminders Important?\"), mdx(\"p\", null, mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"So, why are reminders so important?\")), mdx(\"p\", null, \"Well, they can generate and maintain those two visits per year, on average that every pet owner needs to come in with their pet.\"), mdx(\"p\", null, \"But if the pet owner is coming in anyway, you might ask; \\u2018what\\u2019s the point of reminding them?\\u2019.\"), mdx(\"p\", null, \"It\\u2019s simple, they might visit a vet twice a year, but they may also visit two different clinics, one for each of those two visits, how can you be sure that either of those visits will be to you?\"), mdx(\"p\", null, mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"Reminders are the easiest and most efficient way to keep your clients bonded to your clinic\"), \" and ensure that they are directed back to you, time after time.\"), mdx(\"p\", null, \"It is this continued return and yearly schedule curation that will grow a loyal following within your pool of patients. \"), mdx(\"p\", null, \"So, your health check and vaccine reminders are super important to make sure that you're getting those patients back in, year after year.\\nNow we\\u2019ve got that cleared up, let's look at how we can \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"maintain relevant reminder strategies.\")), mdx(\"p\", null, \"Generic reminder strategies are no longer enough to meet the needs and expectations of the new \\u201Cnear me\\u201D generation.\\nTherefore, given that zip/post code is the number one predictor of the vet a pet owner would choose, \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"are you doing enough to ensure those two visits come straight back to you?\")), mdx(\"p\", null, mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"The \\u201Cnear me\\u201D generation or Millennials are the largest pet owning generation.\"), \"\\nThey want curation followed by informed consumption.\\nThey need multiple touch points before deciding and they expect trustworthy, fast communication. In fact they will often vanish after bad experiences, \\u201Cghosting\\u201D or worse, sharing their negative experiences to deter others from following in their path! But as well as demoters, Millennials are often huge promoters, driven by advocacy. Sign up a Millennial and they will bring older generations with them too. Obvious when you think about it, as they help in curating and directing their parents' digital pathways and online exploration. \"), mdx(\"p\", null, \"All this combined makes the \\u2018vets near me\\u2019 Google search your biggest competitor when it comes to client retention. That is unless you can negate the need or capitalise upon it!\\nWith only two touch points a year (on average) but 8 million + search results, stop your clients leaking to non veterinary influencers on social media, who haphazardly dish out \\\"advice\\\". Give your clients a trusted place to come back for advice by seeding it in the first place.\\nBe proactive in guiding their behaviour and ask yourself: \"), mdx(\"p\", null, \"1) Are my recommendations sinking in or is compliance being reduced?\\n2) How are new clients going to \", mdx(\"a\", _extends({\n    parentName: \"p\"\n  }, {\n    \"href\": \"https://petsapp.com/find-a-vet\"\n  }), \"find me?\")), mdx(\"p\", null, \"Let\\u2019s take the example of a millennial owner bringing their pet in for a booster when they\\u2019re two years old.\\nYou have 10 minutes to do the service required, and answer any questions.\\nHow do you then also find time to actually advocate for any additional procedures that this pet needs, for example a dental check up or cleaning? \"), mdx(\"h2\", null, \"Meet Them Where They Are\"), mdx(\"p\", null, \"Offload the heavy lifting to technology by sequencing the touch-points that the client needs to make their decision.\\nDrip-feed useful, contextual information over time.\\nOmni-channel communication is now the baseline for a great experience with a little bit of everything (App, web, sms, laptop, phone) to gently guide them from one point to the next.\\nKeeping your pet parents informed will cut through the noise, so don't change your behaviour in the consultation room!\"), mdx(\"p\", null, \"Instead, log a zero cost item in their invoice and build a sequence of events to build a relationship that takes them on a journey, with defined calls to action for them to follow on what to do next, when and why. And don't forget to capture those promoters!\"), mdx(\"p\", null, mdx(\"a\", _extends({\n    parentName: \"p\"\n  }, {\n    \"href\": \"https://petsapp.com/find-a-vet\"\n  }), mdx(\"img\", _extends({\n    parentName: \"a\"\n  }, {\n    \"src\": \"//images.ctfassets.net/oa5wb8sed8k2/4vTuvIYZoxYHBI9tO1Z95c/10501e9e3e8b0ad699bce14f680d98be/Screenshot_2023-06-27_at_12.36.21_PM.png\",\n    \"alt\": \"Find a Vet Reviews\"\n  })))), mdx(\"p\", null, \"The greatest strategy for countering non-veterinary influencers on \", mdx(\"a\", _extends({\n    parentName: \"p\"\n  }, {\n    \"href\": \"https://www.linkedin.com/feed/update/urn:li:activity:7034801598811770880\"\n  }), \"social media\"), \" is by creating engaging reminders that resonate with the generations of pet owners you serve.\\nDoing so can help in building stronger connections with your pet owners and as a result improve their compliance with your recommendations. Millennials in particular want a trusted source they can establish strong, lifelong relationships with.\"), mdx(\"h2\", null, \"Save Your Team Time\"), mdx(\"p\", null, \"Use this top tips list of time saving compliance activities that you can incorporate into your reminders schedule.\"), mdx(\"ol\", null, mdx(\"li\", {\n    parentName: \"ol\"\n  }, \"Automate post-op check ups \"), mdx(\"li\", {\n    parentName: \"ol\"\n  }, \"Work in channels that allow two-way conversations to take place\"), mdx(\"li\", {\n    parentName: \"ol\"\n  }, \"Follow-up on patient outcomes\"), mdx(\"li\", {\n    parentName: \"ol\"\n  }, \"Prompt regular weight checks for pets on obesity diets\"), mdx(\"li\", {\n    parentName: \"ol\"\n  }, \"Check for resolution following completion of antibiotics course\"), mdx(\"li\", {\n    parentName: \"ol\"\n  }, \"Photo follow-up on skin cases\")), mdx(\"p\", null, mdx(\"a\", _extends({\n    parentName: \"p\"\n  }, {\n    \"href\": \"https://petsapp.com/blog/maximise-client-retention\"\n  }), mdx(\"img\", _extends({\n    parentName: \"a\"\n  }, {\n    \"src\": \"//images.ctfassets.net/oa5wb8sed8k2/605W3Ju8KSZLEcj0if5eVW/01e9dfcbfee1be4392adbcba9d3fedd9/Webinar_WillMonk_LinkedIn.png\",\n    \"alt\": \"Mastering Pet Owner Communication: Maximise Client Retention with Minimal Effort 🪄\"\n  })))), mdx(\"p\", null, \"For more points of learning on reminders, see Will Monk\\u2019s (PetsAPP CTO) webinar \", mdx(\"a\", _extends({\n    parentName: \"p\"\n  }, {\n    \"href\": \"https://petsapp.com/blog/maximise-client-retention\"\n  }), \"\\u2018Mastering Pet Owner Communication: Maximise Client Retention with Minimal Effort\\u2019.\")), mdx(Iframe, {\n    src: \"https://meeting.petsapp.com/meetings/alex1453/your-petsappdemo?embed=true\",\n    title: \"Book a demo\",\n    style: {\n      \"height\": \"850px\"\n    },\n    mdxType: \"Iframe\"\n  }));\n}\n;\nMDXContent.isMDXComponent = true;","excerpt":"It’s that age old question;  how do we get more, without doing more? But could it be that the greatest hack there is you already have in…"}},"showOnSearchEngines":true,"publishedDate":"2023-03-02T09:00+02:00","slug":"maximise-client-retention-without-increasing-team-workload","title":"Maximise Client Retention Without Increasing Team Workload","excerpt":{"excerpt":"It’s that age old question; how do we get more, without doing more? But could it be that the greatest hack there is you already have in your arsenal? Mastering pet owner communication through utilising reminders is a great way to get yourself in front of your clients without having to physically place yourself in front of them!\n"},"author":"Will Monk - CTO & Co-founder of PetsApp","createdAt":"2023-03-02T15:01:50.910Z","featuredImage":{"file":{"url":"//images.ctfassets.net/oa5wb8sed8k2/2EwfiSqcX5fo2g7xdq3ZwO/cd24494acd94dc75d071f17371a46431/Blogpost_MaximizeRetention.png"},"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.9047619047619047,"src":"//images.ctfassets.net/oa5wb8sed8k2/2EwfiSqcX5fo2g7xdq3ZwO/cd24494acd94dc75d071f17371a46431/Blogpost_MaximizeRetention.png?w=870&q=50","srcSet":"//images.ctfassets.net/oa5wb8sed8k2/2EwfiSqcX5fo2g7xdq3ZwO/cd24494acd94dc75d071f17371a46431/Blogpost_MaximizeRetention.png?w=218&h=114&q=50 218w,\n//images.ctfassets.net/oa5wb8sed8k2/2EwfiSqcX5fo2g7xdq3ZwO/cd24494acd94dc75d071f17371a46431/Blogpost_MaximizeRetention.png?w=435&h=228&q=50 435w,\n//images.ctfassets.net/oa5wb8sed8k2/2EwfiSqcX5fo2g7xdq3ZwO/cd24494acd94dc75d071f17371a46431/Blogpost_MaximizeRetention.png?w=870&h=457&q=50 870w,\n//images.ctfassets.net/oa5wb8sed8k2/2EwfiSqcX5fo2g7xdq3ZwO/cd24494acd94dc75d071f17371a46431/Blogpost_MaximizeRetention.png?w=1200&h=630&q=50 1200w","sizes":"(max-width: 870px) 100vw, 870px"}}},"related":{"nodes":[{"content":{"childMdx":{"excerpt":"We all know why we ask pet owners to select an \"appointment reason\" when booking a visit online. 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