Why Client Intake is Important... and 6 Steps to Improve Yours Today
If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business.
-Jeff Bezos, Amazon
As a veterinary practice, attracting new clients is an essential part of running a successful business. However, it's equally important to have a solid client intake process in place to, first ensure that potential clients are converted into long-term customers, and second to ensure the process is efficient for the client and your staff. In this article, we will outline step-by-step how to improve client intake at your veterinary practice.
Step 1: Evaluate your current client intake process
Take some time to review your current client intake process. Start by asking yourself some critical questions: How long does it take for a new client to schedule an appointment? How easy is it for a client to get in touch with your practice? Are there any bottlenecks in the process that can be streamlined?
One of the easiest ways to complete this exercise is to put yourself in the shoes of your clients. Think about the mindset they are in at each stage of the journey, what are they feeling, how happy would you be with the booking process, paperwork, etc.
Step 2: Simplify the appointment scheduling process
One of the most significant barriers to any client’s experience is the appointment scheduling process. Make it easy for potential clients to schedule an appointment by offering multiple ways to schedule, such as online scheduling or by phone. Ensure that your staff is trained to efficiently and effectively schedule appointments as this is the #1 cause of phone load at veterinary practices by average.
Step 3: Create a welcoming environment
Creating a welcoming environment for new clients is critical to the success of the intake process. Ensure that your reception area is clean, organized, and welcoming. Greet new clients with a smile and provide them with a comfortable place to wait for their appointment. (Pro Tip: One of the ways to ensure your lobby is welcoming and uncluttered is to go paperless).
Step 4: Collect essential client information conveniently
When a client arrives for their appointment, we all know we’ll have to collect the essential information or collect signatures depending on the procedure at hand. This process is often treated with little forethought other than the usual paper at the front desk that is scanned into the PIM. But in fact, practices that are extremely efficient typically have this down to a science. The biggest bottleneck in most practices is usually the time it takes to get a pet checked in. By sending forms ahead of time, or pre-filling information on the forms we already have on file, veterinary practices can begin reducing the time it takes to check in.
Step 5: Provide exceptional customer service
Exceptional customer service is key to converting new clients into long-term customers. Ensure that your staff is trained to provide excellent customer service, from answering questions to providing guidance and advice. In addition, provide experience improving processes to your office. Things like auto populated forms for return clients, and easy onboarding for new clients are great examples.
Step 6: Follow up with new clients
Following up with new clients after their first visit is essential. This is an opportunity to thank them for choosing your practice and to ensure that their experience was positive. It's also an opportunity to address any concerns or issues that may have arisen during their visit, and also collect a google review!
Bonus Tip 7: Use a Client Intake Platform to automate all the crucial steps of client intake
If this all sounds like something you’d love to implement at your practice, but the task seems daunting, we’d recommend using some of the industry leading software solutions that automate or streamline these processes for your team. Read our recent post about the “5 Best Client Intake Solutions in the Veterinary Industry”.
