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

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1 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 new client acquisition What are you doing to secure your 1-3% marketing budget investment? Retention marketing is a critical component to your overall marketing strategy Saying Thank You is a Form of Retention Marketing 2016 All rights reserved. Eric D. Garcia 1

2 The Studies Studies find that thanking new & existing acquaintances make them more likely to see ongoing relationships People who are thanked are more willing to provide better assistance Couples who say thank you to one another more than 5 times weekly are less likely to be divorced The Selfish Reasons People express gratitude are happier and sleep better at night. According to a 2011 study published in Applied Psychology: Health and Well-Being. Spend just 15 minutes jotting down a few grateful sentiments before bed, and you may sleep better and longer. Gratitude increases mental strength. For years, research has shown gratitude not only reduces stress, but it may also play a major role in overcoming trauma. A 2006 study published in Behavior Research and Therapy found that Vietnam War Veterans with higher levels of gratitude experienced lower rates of Post-Traumatic Stress Disorder. Gratitude improves psychological health. Gratitude reduces a multitude of toxic emotions, ranging from envy and resentment to frustration and regret. Robert A. Emmons, Ph.D., a leading gratitude researcher, has conducted multiple studies on the link between gratitude and well-being. His research confirms that gratitude effectively increases happiness and reduces depression. Thanking Clients 2

3 The Client Experience Before Send reminders, prepare medical records, review schedule During Provide excellent medicine and superior service After Call backs (maybe?), continue discussions on social media, pet portal How did the visit go? How did the client feel? We Often Find Out This Way Appreciate Brand Advocates Send Thank You with personalized note 3

4 Appreciate Brand Advocates Send Thank You with personalized note Appreciate Brand Advocates: Online Reviews Missing Reply Missing Reply Missing Reply Appreciate Brand Advocates: Online Reviews Extension of your customer service efforts The average veterinary practice receives 1-2 reviews per month on the largest search engine Google Reply to Positive Reviews Thank you for your kind review! We appreciate you as one of our most valued clients. Call and thank the client Send Thank You card 4

5 Merchant Centric Reward Clients Who Refer How do you reward clients? Say Thank You Send Handwritten Note Credit toward pet account Gift card to local pet shop (endorsed by the practice) Gift card to local business After X referrals in 1 year client receives a nice dinner at a local restaurant Thank You 5

6 Script Hello Eric, My name is Dr. Garcia and I m the medical director for Simply Done Veterinary Clinic. I wanted to take the opportunity to thank you for trusting us with your pets health care needs. If you have any questions regarding your pets health care please feel free to call us at (813) Should you ever experience any problems with your service at our practice please do not hesitate to reach out to me directly. You can learn more about our practice and our caring team by visiting our website at Thank you once again and we look forward to seeing you in the future. Thank You Surprised clients Complaints Even clients with negative experiences are thanked 90% of clients saved Creates good feeling for clients Taps into emotion Why Pride Staying true to his mission meeting and exceeding expectations 6

7 Pre-technology days Picking up the telephone 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 & Thank Existing Clients Sample Script: 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 trusting us with your pets health care needs. If you have any questions regarding your pets health care please feel free to call us at (813) Should you ever experience any problems with your service at our practice please do not hesitate to reach out to me directly. You can learn more about our practice and our caring team by visiting our website at Thank you once again and we look forward to seeing you in the future. New Puppy/Kitten: If you ever have any questions about your new puppy please feel free to contact me and we can discuss your concerns and answer any questions you might have. Senior Pet: If you ever have any questions about your senior pet please feel free to contact me and we can discuss your concerns and answer any questions you might have. Celebrate Healthy Pets! Celebrate healthy lab results Celebrate healthy pets Attribute success with what you do as a team Give a heartfelt Thank You Look client in the eyes You re such a great pet owner, Mr. Garcia. I would like to thank you for trusting us with your pet s health needs. You should know we re always here for you and Elvis. 3 Elements of The Perfect Thank You Be Specific: Thank the person for something specifically they did Effort: Thank the person for the effort they put into what they did Personal: What does the action mean to you? How did it make you feel? 7

8 Example of the Perfect Thank You Be Specific: Thank you for staying late this evening with me. Effort: You really took time with each client to make them not feel so rushed. Personal: It made me happy to see how dedicated you are. I could not have done this myself. Example of the Perfect Thank You Be Specific: Thank you for cleaning around the hospital. Effort: There was a big mess everywhere and I know it wasn t easy. Personal: I really appreciate how great you make our practice look. You are a big part of our team. Measure Client Retention & Satisfaction 8

9 Determine Your Retention Rate Print a list of all new clients from months Go through each new client account file and determine if they have come back for a follow up visit, medication, food, sick care, wellness, etc. Write Y for Yes and N for N Add up your Yes and No Determine your rate 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% Call clients or send surveys to look for trends (i.e. are you priced to high or lack of value, switched to another practice, stopped obtaining care, etc.) Determine Your Retention Rate Track bonding rates on a monthly basis to determine your trends and to set goals Goal: 70+% is best practice Exception: Military or College towns If your bonding rate is less than 70% Surveying is a MUST Do you have a new client acquisition program to fill the gap of the non-returning clients NO... You Can t Over Thank Someone 9

10 THANK YOU! simplydonetechsolutions.com/mcvma17 Follow me on Facebook: facebook.com/ericgarciafl Check me out on Instagram & 10