Customer opportunities are lost by impediments that prevent them from getting what they want when they want it. How much business are you losing because clients can't accomplish what they want without talking to someone at your practice?
Think of your own search for solutions to an everyday challenge. You need a plumber. You search online and you get a typical Google list of results, you read multiple offerings. Many present information, but they don't allow you to take action that helps you accomplish your objective. Many say great things regarding their services, but you want to schedule an appointment which moves you closer to solving your need. Those that present good information but don't allow you to schedule an appointment failed, because they failed to allow you to take action towards solving your need. Instead, they asked you to call them when it is convenient to them. Think of that. Every business wants to be customer-friendly. Yet, few actually allow the customer to take action towards accomplishing their goal.
In the veterinary world, empowering the customer to take action towards accomplishing their objectives is crucial. The 2015 Banfield State of Pet Health revealed results the analysis of several million pet owner conversations regarding pet health. In summary, pet owners want to be in control of their pet's care. Veterinarians believe that they are in control of pet health. The most successful veterinarians recognize that their success is the result of an active, hungry customer group who wants to be in control. Empower them. Give them the ability to be proactive in caring for their animals. Allowing them to make appointments online is just one example of this objective. Empower your clients!
