Conflict of Interest Disclosure:

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Janice Cox
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1 Client Engagement and Loyalty with Social Media Eric D. Garcia, IT & Digital Marketing Consultant Conflict of Interest Disclosure: I have no relevant financial interest, arrangement or affiliation with any company or organization as it relates to this talk. This message is my own. 1

Provide excellent medicine and superior service ACer ì Call backs (maybe?

2 Do You Really Need Marketing? The Client Experience Before ì Pa.ent/Client reminders, Prepare medical records, Review schedule During ì Provide excellent medicine and superior service ACer ì Call backs (maybe?), con.nue discussions on social media, pet portal ì How did the visit go? How did the client feel? 2

3 We Often Find Out This Way Determine Your Bonding Rate Print a list of all new clients from 18+ months Go through each new client account file and determine if they have come back for a follow up visit, medica.on, food, sick care, wellness, etc. Write Y for Yes and N for N Add up your Yes and No Determine your rate ì Example: Say in April 2012 you received 30 new clients and only 15 come back in between April and October 2013 your bonding rate is 50% ì Call clients or send surveys to look for trends (i.e. are you priced to high or lack of value, switched to another prac.ce, stopped obtaining care, etc.) 3

4 Determine Your Bonding Rate Track bonding rates on a monthly basis to determine your trends and to set goals Goal: 70+% is best prac.ce ì Excep.on: Military or College towns If your bonding rate is less than 70% ì ì Surveying is a MUST Do you have a new client acquisi.on program to fill the gap of the non-returning clients VetSuccess 4

5 VetSuccess 5

6 Survey Inactive Clients Track Response 6

7 Act on Results Share results with your en.re team When possible contact specific clients to review nega.ve survey results What did you learn about the client experience ì Is there a problem with your customer service (front-end team)? ì Focus on CSR training via webinars, conferences, and/or consultants ì Is your team lacking efficiency? ì Look at your prac.ce workflow from check-in to check-out ì Do clients see the value for the fees they pay you? ì Are your fees comparable to your region ì Do clients receive a high level of service to jus.fy your fees How Flow Sheets Saved the Day The overall checkout process was quick and efficient. Your wait *me a-er you and your pet have seen the vet is en*rely too long. I realize you are busy but I have seen my folder sit on the check out desk way too long. It makes it so much easier to pay the bill from the exam room. If you have two dogs it's a pure blessing and much less stressful. Wai*ng is to long when appointment is made and wai*ng is to long a-er seeing veterinarian before able to leave. Wait *me to checkout a-er visit is always longer than the *me spent seeing the vet!! 7

8 Abrupt Decisions: We re closed Saturdays Pre-Decision: 68% bonding rate Post-Decision: 39% bonding rate What changed? Build Loyalty Offline and Online 8

9 Say Thank You Thank You 9

10 Thank You Surprised clients Complaints ì ì Even clients with nega.ve experiences are thanked 90% of clients saved Creates good feeling for clients Taps into emo.on Why Pride Staying true to his mission ì mee*ng and exceeding expecta*ons 10

11 Kickin it old school. ì Picking up the telephone ì Saying THANK YOU FOR SUPPORTING MY BUSINESS Print a new client report at the end of each day Have an owner and/or administrator call the new client Call New Clients Sample Script: ì Hello Eric, My name is Eric Garcia and I m the medical director for Simply Done Veterinary Clinic. I wanted to take the opportunity to thank you for trus.ng us with your pets health care needs. If you have any ques.ons regarding your pets health care please feel free to call us at (813) Should you ever experience any problems with your service at our prac.ce please do not hesitate to reach out to me directly. You can learn more about our prac.ce and our caring team by visi.ng our website at Thank you once again and we look forward to seeing you in the future. ì New Puppy/KiGen: If you ever have any ques.ons about your new puppy please feel free to contact me and we can discuss your concerns and answer any ques.ons you might have. ì Senior Pet: If you ever have any ques.ons about your senior pet please feel free to contact me and we can discuss your concerns and answer any ques.ons you might have. Measure Client Satisfaction Online Vetstreet IDEXX Pet Health Network Pro Petly epethealth Rapport Survey Monkey Animal Care Technologies - Vsmart 11

12 Post Visit: To The Point Survey Targeted Marketing Campaigns: Lapsing Patients Criteria: Pa.ents Not in 18+ months Simply Done Vet Clinic 123 Technology Lane Tampa, FL Delivery Method: Postal Mail 12

13 Build Trust & Loyalty Using Social Media Build Trust & Loyalty Using Social Media 13

14 Giving Back to the Community Giving Back to the Community 14

15 Giving Back to the Community Clinic Specific Content 15

16 Clinic Specific Content What Does Your Pet Mean to You? 16

17 What Does Your Pet Mean to You? 17

18 1/20/16 ì 18

19 Mom & Sassy April 8, 19XX 19

20 Case Example Workshop Time! $15 e-gift Card 20

ì Include a photo of your pet ì Invite others to share their responses Do You

21 What Does Your Pet Mean to You? What Does Your Pet Mean to You ì Share what your pet means to you ì 3-5 sentences ì Include a photo of your pet ì Invite others to share their responses Do You Have 100% Client Satisfaction? Unless you have 100% customer saasfacaon you must improve Horst Schulz, Former Ritz Carlton President 21

22 Success is the biggest deterrent to gegng beher. - Someone who heard it from someone else who read it somewhere Q&A 22

23 THANK YOU! Resources: simplydonetechsolu.ons.com/navc2016 Subscribe: Subscribe to my NEW! newslerer Follow me on Facebook: facebook.com/ericgarciafl Check me out on 23

Saying Thank You 4/24/17. The Art of Saying Thank You Eric D. Garcia, IT & Digital Marketing Consultant

Saying Thank You 4/24/17. The Art of Saying Thank You Eric D. Garcia, IT & Digital Marketing Consultant The Art of Saying Thank You Eric D. Garcia, IT & Digital Marketing Consultant Clients/Our Pet Owners Employees Saying Thank You It s what you do to keep clients coming back Marketing is not just about