DATA-DRIVEN PRACTICE MANAGEMENT SOLUTIONS
Lapsing Client Toolkit
Hello & thank you!
At VetSuccess we’re committed to helping you unlock the value of your practice data. We’ve received great feedback about our
Monthly Practice Overview Report and our Monthly Lapsing Patients Report. A number of our clients have asked us for some help
around what to do with lapsing patients.
We’ve put together this handy reference manual.
Inside you’ll find sample communications—email messages, telephone scripts and voicemail messages—designed to prompt
clients who have not been into your practice in 14 or more months. We want these clients to re-engage with you and make an
appointment for their pet.
A Couple of Important Notes:
Tone
Please note that we’ve written these with a different tone or voice to accommodate differences in style across the
country. Your practice and clients may be more clinical and formal. Or maybe you’re more playful and informal.
Either way, look at and modify the scripts to most closely match what you believe your clients will relate to. Then
share with us so we can showcase the ones that work best.
Before
You
Start
Before engaging in this effort, be sure to read through the section at the end called Tips & Tricks to Increase Your
Response Rates. These will give you more ideas on how to optimize your results.
Share
Your
Work!
We’d love to hear from you. If you’ve got something that’s working for you, let us know! As we hear from practices
about their success, we’ll be sure to share what we hear with you.
Wishing you every success, Your Friends at VetSuccess.
Canines – General
Email
Subject Line:
Extend <Pet Name>’s life by an average of
2 years.
Body Copy:
Hi <Client First Name>,
Did you know that studies show
your dog can live up to two years
longer if you:
a) keep up on his/her physical exams
to find/detect problems early; and
b) work to optimize his/her diet and
exercise?
It sounds simple, right? It turns out it really
is! Our records show that <Pet Name> is
overdue for a Physical Exam and Parasite
Check. Please email me back or call us
today at <Practice Telephone>, and we’ll
book an appointment for you immediately.
We’re looking forward to seeing you soon,
Your friends at <Practice Name>.
Telephone
Call
Voicemail
Hi! This is <Your First Name> at
<Practice Name>.
Hi, this is <Your First Name> at
<Practice Name>.
How are you doing today? And how’s
<Pet Name> doing?
I’m sorry I missed you—I’m calling
because <Pet Name> is overdue for
his/her Physical Exam. Please give me a
call back at <Practice Telephone>.
(say the number slowly and repeat it)
If Issues:
Well, let’s get <Pet Name> right in to
check on that; s/he’s overdue for a physical
exam anyway.
You can also email us at: <Practice Email>.
I have some openings next week, and I’m
hoping one of them might work for you.
If Fine:
Thanks!
The reason for my call today is that
<Pet Name> is overdue for a Physical
Exam and Parasite Check. I have a couple
openings available—would you be able to
come in on... (suggest two appointment
dates)
I see that Dr. <Name> saw you last time—
would you like me to book an appointment
with the same doctor or would you prefer
someone else?
Canines – 7 Years of Age or Older
Email
Subject Line:
<Pet Name> is due for a check up.
Telephone
Call
Hi! This is <Your First Name> at
<Practice Name>. How are you
doing today? (listen for answer before
proceeding)
Body Copy:
Hi <Client First Name>,
Time zips right by, doesn’t it? It’s been
more than seven years—dog years,
that is—since <Pet Name>’s last
physical exam.
Please call us today at <Practice
Telephone>, to schedule an
appointment. Come see what our
VIP—Very Important Pet—treatment
is all about!
We’re looking forward to seeing
you soon, Your friends at <Practice
Name>.
I’m calling to follow up on an email we
sent last week concerning <Pet Name>.
Do you remember reading it?
If No:
Maybe we don’t have your current email
on file. Let me update that for you right
now. What address would you like us
to use for important messages about
<Pet Name>’s health? (repeat the email
address back and proceed with call)
If Yes:
Great! Well, <Pet Name> is overdue
for his/her Annual Physical, and I have
openings available on... (suggest 2
appointment dates). Would either of those
days work for you? (if not, probe) Okay, is
there a day or time of day that works best
for you? (if multi-doctor practice, probe
for which doctor they like to see or) I see
that you typically see Dr. <Name>, is that
who you’d like to book an appointment
with now?
Voicemail
Hi, this is <Your First Name> at
<Practice Name>, and I’m calling to
book <Pet Name>’s annual exam.
You probably know already that every
year for a dog is like seven years for a
person so these appointments are really
important. Can you please give me a call
back at your earliest convenience? Our
number is <Practice Telephone> (read
slowly and repeat).
You can also email us anytime at:
<Practice Email>. We have openings
next week if that works for you.
Thanks and have a great day!
Felines – General
Email
Subject Line:
Is <Pet Name> in Purrrrrfect Health?
Body Copy:
Hi <Client First Name>,
Cats are notorious for hiding symptoms
of pain or illness. Finding and fixing
problems early can not only extend their
lives but also make them much, much
happier.
<Pet Name> is overdue for a Physical
Exam and Parasite Check. While we
sincerely hope that s/he is feeling
fantastic, we’d really like to know for sure.
Telephone
Call
Hi, is this <Owner Name>? This is
<Your First Name> at <Practice
Name>. How are you doing today?
(listen for response, then acknowledge
and proceed) And how is <Pet Name>?
If Issues:
Oh, I’m sorry to hear that. Well, I was
calling to set up an appointment for
a Physical Exam—and hearing this,
perhaps we should try to see him/
her right away. (check next available
appointment if not emergency situation)
How would... (give one or two options for
openings) ...work for you?
If Fine:
Please call us today to schedule an
appointment. Our number is <Practice
Telephone>. You can also just reply to
this email and we’ll try and get something
scheduled.
Hope to hear from you soon,
Your friends at <Practice Name>.
The reason for my call today is that
<Pet Name> is overdue for a Physical
Exam and Parasite Check. I have a couple
openings available—would you be able to
come in on... (suggest two appointment
dates)
I see that Dr. <Name> saw you last
time—would you like me to book an
appointment with the same doctor or
would you prefer someone else?
Voicemail
Hi, this is <Your First Name> at
<Practice Name>: we haven’t seen you
in a while and wanted you to know you’re
overdue for your Annual Exam.
Now don’t go hiding under a bed—it’s just
a simple visit that may actually help you live
a longer, better, pain-free life.
Okay, so right now you’re probably trying
to figure out how to delete this message
before <Owner Name> hears it. I’m hoping
you won’t because we’d really like to see
you and make sure you’re feeling fine.
Please ask <Owner Name> to call me
back—I have some openings next week.
The number here is <Practice Telephone>.
(say the number slowly and repeat it)
See you both soon, I hope!
Felines – 7 Years of Age or Older
Email
Subject Line:
Telephone
Call
Voicemail
Hello, this is <Your First Name> at
<Practice Name>.
Hi, this is <Your First Name> at
<Practice Name>.
I’m calling because our records show
that <Pet Name> is overdue for his/
her Physical Exam and Parasite Check. I
happen to have an available appointment
<Day/Time>, would that work for you to
bring him/her in?
Sorry I missed you—I’m calling because
<Pet Name> is overdue for his/her
Physical Exam.
What would your grandmother do?
Body Copy:
Hi <Client First Name>,
Is skipping your cat’s physical like asking
your grandmother to get her annual flu
shot once every 10 years?
If Yes:
Maybe. Cats age faster than humans—
and older cats hide signs of pain or illness
instead of letting us help them.
(continue the booking)
Thanks!
If No:
<Pet Name> is overdue for his/her
physical exam, and we urge you to
contact us to set up an appointment.
No problem. Is there a particular day of
the week that works best for you?
Reply back to this email or call us today
at <Practice Telephone> and we promise
to do our very best to ensure that <Pet
Name> is kept in purrrrfect health for as
long as possible.
(listen for response and if given a
preferred day, book that. If no preference,
continue to offer open available
appointment times until you find one that
is suitable)
Your friends at <Practice Name>.
Would you please give me a call back at
<Practice Telephone>. (say number slowly
and repeat it) I have some openings next
week, and I’m hoping one of them might
work for you.
Tips for Telephone Calls & Voicemails
• Find the quietest place possible
to telephone out to clients—hearing lots of voices in the background or barking dogs
is a distraction for the important message you need to give them.
• Stand and deliver
—if possible. Standing sends more energy through your body and this will be captured in the tone of your voice.
• Smile into the phone
—use a mirror if you think you will forget. The physical act of smiling softens your voice and makes the tone of your voice
more inviting. Your listener will pick up on this, even subconsciously.
• Speak slowly and clearly
—especially when you give the telephone call back number. It may be tempting to rush through it because you say it so
often, but your listener will appreciate not having to replay your message over and over just to get the phone number.
• Name drop
—use the client’s name and the pet’s name. This pulls the listener into your message and makes it more likely for them to
remember and respond.
• An added enticement for cat owners
can be encouraging them to come during Feline Only hours. If your practice offers this or wishes to consider it, add to your
cat scripts language such as: “And we have appointments available during feline-only hours for <Pet Name>’s added
comfort. If this is something you’d like to take advantage of, I have an opening this coming <Day/Time>. Would you like me
to book you then?” If your practice offers home calls, consider this as an added enticement to your telephone callbacks.
BONUS: check to see if it’s a multi-cat household and offer to have all the felines of the household examined during the
same house call.
• Rehearse
—read your scripts aloud several times and become familiar with them before picking up a phone. If there are any words
you stumble over, change them before you dial.
Do you have questions? We’re here to help!
[email protected]
379 Adelaide St W, 4th Fl, Toronto ON, M5V 1S5
1 866 408 8554