If checking your email is one of the first things you do in the morning, you’re not alone. Email is one of the most preferred methods of communicating, especially for conducting business. If a pet parent provides his or her email address, it signals a desire to engage with you, giving you the power to promote your practice and influence their actions.
Believe it or not, the way your practice is run plays a significant role in the talent that works there. Forward thinking practices that use the latest technology have a greater advantage in acquiring the best candidates. Here’s why.
Millennials are a huge part of the workforce. They’re the ones graduating veterinary technology school and they have high expectations of their workplace. They’ve grown up in an age where they didn’t have to answer the phone to have a conversation, they don’t even use a pen and paper to write things down. From laptops to smartphones, the newest and best candidates are looking for practices who are adopting and leveraging the benefits from technology. Is your practice one of those?
Chances are, if you’re using hand-written records, using fax machines and using the phone to schedule appointments or other tasks that could be done digitally, millennials are going to lose respect and you could miss out on a larger talent pool. They may even pass on the opportunity to learn from a very experienced veterinary staff because they’re turned off by your antiquated practices.
Kristine works at a veterinary practice that believes their front desk staff should have more time to focus on clients who are in the clinic, instead of spending it going back-and-forth with digital appointment requests. That’s why they believe direct appointment booking will be a beneficial product to add to their practice.
“We are thrilled with the idea of booking a digital appointment directly to the scheduler because it eliminates several steps in the current appointment request process for non-urgent appointments. It will allow our Client Service Representatives to be more engaged with the care of our patients and clients at the practice.” says Kristine. “It is beneficial to us because it will help minimize the time it takes to schedule an appointment and allow us to utilize that time in a more effective way. Our goal is to dramatically reduce wait times on the phone so that we can focus our attention for more urgent questions.”
Last weekend as my family prepared for hurricane Irma, we opened our doors to a couple we hardly knew. They were a family who lived on the coast, and like so many other pet parents, they were looking for a place to go with their four cats.
Things have changed. The internet makes finding and retaining clients a challenge due to websites like Yelp, Facebook reviews and simple things like lack of a veterinary practice website. Throw in smartphone capabilities and you have consumers pulling you in every direction. Businesses have evolved with mobile apps and click-to-book functionality. Even in-store experiences are influenced if you have a smartphone. All of this changes what a practice needs in order to evolve and stay in business. Are you feeling confused or lost about it all? Here’s a guide to help you sort through the chaos.