Veterinary Call Reviews – The Secret To Beating The New Client Benchmarks
I must confess…
I have tried everything under the sun for generating more new clients for a veterinary practice.
Fresh cookies (still an active experiment!), special offers, Google Ads, SEO, Facebook Ads, door hangers, post cards, client dinners, referral programs…
You name it – I am willing to try it!
Some work and some don’t, but one of the biggest winners has proven to be measuring the performance of the Front Desk while using veterinary call reviews to improve Front Desk performance.
The metric of your New Client Scheduling Rate is one of your top 3 leading indicators of where your practice is going.
In otherwords, this veterinary call reviews metric measures how many calls are turning into appointments.
By simply increasing this ratio, your practice can gain a significant boost of New Clients and revenue with minimal additional expenditure.
Plus once your New Client Scheduling rate is maximized, then every dollar you spend on marketing now generates a serious return of New Clients (vs spending so much to generate calls that never turn into appointments!).
So how to get started?
First, you need to ensure you are recording the Front Desk calls. Tip: it greatly helps if you can listen to the Front Desk calls at double to triple speed. (I am not sure about you, but I just don’t have the patience to listen at regular speed!).
Through listening to these calls you can then tally who took the call (Sara vs Susan for example) and the outcome of the call (booked or not booked).
This will build your New Client Scheduling rate %.
And finally, you can use these veterinary call recordings to quickly identify patterns, sharing these notes and call recordings with your team members so they can review and self improve.
Quite frankly, this manual method of call reviews became too tedious for the practices I was working with to maintain, so I decided to build an entire software around this concept called UPbook.
With UPbook, your New Client calls are all reviewed by a call reviewer, who records the important data about the call and builds out your critical Front Desk performance dashboard.
Now armed with these insights (either manually or with UPbook), you are able to keep your finger on the pulse of this vital leading indicator, always knowing how many calls are turning into appointments and where your current greatest strengths and weaknesses lie!
If this sounds of interest, then the UPbook Phones Platform should be a consideration as this includes at no additional cost a team of call reviewers reviewing all your New Client calls, and also enables you to get brand new state-of-the-art phones for free while saving significantly on your phone bill!
If your phones are more than 2 years old, I would definitely recommend seeing how UPbook works as this would probably be your best bet to upgrade your phones with a fully customized veterinary phone system at a fraction of the cost of a normal phone system! Click here to see the UPbook Phones Platform in action!