Practice Manager Presentation Jan 2012

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Practice Manager Presentation Jan 2012

  1. 1. Getting thePhone to Ring Steve Birkett& Ed Fegan January 11, 2011
  2. 2. So the DoorSwingsSteve Birkett& Ed Fegan January 11, 2011
  3. 3. And the Cash Registergoes‘Ka-Ching’ Steve Birkett& Ed Fegan January 11, 2011
  4. 4. Increasing the number of Patient Visits Steve Birkett& Ed Fegan January 11, 2011
  5. 5. Recent Study Findings1. Owner-Pet Bond Compliance2. Cats3. Recession4. Fragmentation Steve Birkett& Ed Fegan January 11, 2011
  6. 6. Recent Study Findings 5. Internet 6. Clients not understanding need for preventive care 7. Sticker Shock“Perceptions and Attitudes of Pet Owners: The Impact of the Bond” BNR Research May 2007Bayer Veterinary Care Usage Study“The Decline of Veterinary Visits and How to Reverse theTrend”©2011 Bayer Healthcare Steve Birkett& Ed Fegan January 11, 2011
  7. 7. Our Goal: To clearly and consistentlycommunicate what we do so we obtain and retain clients and their pets. Steve Birkett& Ed Fegan January 11, 2011
  8. 8. Benefits & Value Value=Benefits CostSteve Birkett& Ed Fegan January 11, 2011
  9. 9. Benefits & ValuesBenefits Understand difference between Features & Benefits Client must know it’s a Benefit Not every client values benefits the same Steve Birkett& Ed Fegan January 11, 2011
  10. 10. Benefits & ValueValue Value must be > 1 Value of service must exceed alternatives, especially when client has limited funds Steve Birkett& Ed Fegan January 11, 2011
  11. 11. Planning FactorsWhy Do They Come? Who Comes? Steve Birkett& Ed Fegan January 11, 2011
  12. 12. Why do they come? Veterinary Services Sick/Injured Preventive Care Elective Surgeries Consultations OtherSteve Birkett& Ed Fegan January 11, 2011
  13. 13. Who Comes? – PatientsSpeciesBreedsNeeds Steve Birkett& Ed Fegan January 11, 2011
  14. 14. Who Comes? - ClientsDemographicsPsychographics Steve Birkett& Ed Fegan January 11, 2011
  15. 15. Patient/Client Lifecycle Returning Patients NewPet Dies Patient/Client LifecycleReactivate Leave Steve Birkett& Ed Fegan January 11, 2011
  16. 16. Returning PatientsEasier and less expensive to getpatients to return than getting new patients Steve Birkett& Ed Fegan January 11, 2011
  17. 17. Returning Patients1. Educate Clients on services you offer2. Reminder System3. Make it easy to contact you4. Stay in contact with Clients Steve Birkett& Ed Fegan January 11, 2011
  18. 18. New1. Location, Location, Location2. Referrals3. Employees4. Phone Book Steve Birkett& Ed Fegan January 11, 2011
  19. 19. New5. Internet6. Advertising7. Publicity8. New Patient/Existing Client Steve Birkett& Ed Fegan January 11, 2011
  20. 20. Why clients leaveMoveUnhappy with price (value)Unhappy with service/productUnhappy how they were treatedFailure to communicate need Steve Birkett& Ed Fegan January 11, 2011
  21. 21. Reactivating Patients/ClientsHave a systemDon’t wait too long Steve Birkett& Ed Fegan January 11, 2011
  22. 22. Patient DiesHow we can influence pet longevityPreventive Veterinary CareImportance of our lifestylerecommendations Steve Birkett& Ed Fegan January 11, 2011
  23. 23. Communicating Location, Location, LocationSignLandscapingMaintenanceOther Steve Birkett& Ed Fegan January 11, 2011
  24. 24. Phone BookWhy still relevantInternetStanding out from the crowd Steve Birkett& Ed Fegan January 11, 2011
  25. 25. Steve Birkett& Ed Fegan January 11, 2011
  26. 26. InternetWebsite & Landing Pages+ SEO – Search Engine Optimization+ Conversion Architecture Steve Birkett& Ed Fegan January 11, 2011
  27. 27. Steve Birkett& Ed Fegan January 11, 2011
  28. 28. Steve Birkett& Ed Fegan January 11, 2011
  29. 29. Steve Birkett& Ed Fegan January 11, 2011
  30. 30. InternetSocial Media + Facebook + YouTube + Twitter Steve Birkett& Ed Fegan January 11, 2011
  31. 31. InternetEmail + Reminders + Newsletters + Targeted mail + Follow-ups Steve Birkett& Ed Fegan January 11, 2011
  32. 32. Sample Email NewsletterSteve Birkett& Ed Fegan January 11, 2011
  33. 33. AdvertisingDirect MailNewspaperTelevisionRadio Steve Birkett& Ed Fegan January 11, 2011
  34. 34. Brochures, Business Cards and Educational MaterialsGeneral BrochureSpecialBrochuresBusiness Cards Steve Birkett& Ed Fegan January 11, 2011
  35. 35. Education Steve Birkett& Ed Fegan January 11, 2011
  36. 36. PublicityCommunity InvolvementToursSeminarsPress Releases Steve Birkett& Ed Fegan January 11, 2011
  37. 37. Sample PlanSteve Birkett& Ed Fegan January 11, 2011
  38. 38. Steve Birkett& Ed Fegan January 11, 2011

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