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The advice “raise your prices and see more clients” is no longer sufficient for running a healthy veterinary practice. The latest VetWatch® Weekly Insight Report shows a year-to-date revenue increase of 3.5 percent compared to the same period last year at veterinary practices across the country. However, unique clients were down 1.3 percent, total invoices were down 2.4 percent, and unique patients were down 1.7 percent. This indicates revenue growth is primarily due to price increases, but many feel that prices have been maxed out. So, what can we do?

It’s time to revisit the basics and focus on reminders. Most practices I talk to say their reminder systems are “fine”. But to me, “fine” leaves room for improvement. For instance, one practice I worked with switched reminder software and inadvertently dropped their ProHeart reminder, only realizing it months later when a client called asking when their pet was due. Maybe you’ve brought on Libreal or NexgardPlus. Do you have sufficient reminder protocols for those?

Instead of just sending reminders for Rabies boosters, consider reminders for important medical services, like NSAID panels, ACTH stem tests, phenobarbital levels, blood pressure evaluations, dental cleanings and parasite prevention. I’m happy to share my laundry-list of recommended reminders with you—just ask!

Clients depend on us to advise them on keeping their pets healthier for longer. It’s a disservice to only remind them of basic vaccines. Which is why we also need to up the cadence and how we send reminders. If you’re not already, I’d recommend texting clients. And I know it sounds like a lot of touches, but we really should be reaching out:

• 60 days ahead: email
• 45 days ahead: text
• 30 days ahead: email
• 15 days ahead: text
• 3 days ahead: text
• 15 days after: email
• 30 days after: postcard
• 45 days after: email

Honestly, if our clients aren’t complaining about receiving too many reminders, we’re not sending enough. And the beauty of automated reminders is they stop once the client makes an appointment! “We’re so glad you called! We apologize you’ve received so many service reminders, Mr. Smith. Let’s make an appointment for Fluffy so we can get her up to date and satisfy those reminders!”

Additionally, lapsing clients and patients should receive follow-ups at 12, 24, and 36 months overdue and be inactivated after 36 months if there’s no response.

While price increases have temporarily and slightly bumped practice revenue, sustainable growth relies on improving client engagement through a robust reminder system. By expanding reminder protocols and leveraging automated communication, you can enhance patient care, client satisfaction and overall operational sustainability.

Written by Meghan Bingham, CVPM