The Appointment Rate Case Study

How a vet clinic decided to focus on existing clients, collecting more
contact information, and ultimately grew the business by 26%.

Problem

David is a business trained practice manager and saw a problem with client retention and the growth of the practice. The practice seemed to be shrinking but without the cash to go get new clients David was unsure what to do. He noticed that clients were only coming in about 2 times every 18 months on average and that the practice didn’t have a great way to connect with them.

Solution

David decided to attack the problem with his existing clients instead of spending money to get new ones. He instituted the PetDesk App and Reminder System and made it a priority to collect email and cell phone information. By offering the app in exchange for email and cell numbers he was able to collect more client information and ultimately stay in front of clients more often.

Results

By attacking their retention and communication problems THAH was able to grow their business by 26%. David and team saw an increase of the 18-month appointment rate from 2.12 to 3.64 after increasing their client visibility by more than 20%. WIth these new processes in place and a system to retain clients they are now ready to start acquiring new clients to grow the business even more rapidly.

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The Heights Animal Hospital

The Heights Animal Hospital was founded by Dr. Shadia Boctor and is managed by her son David Boctor. The practice offers veterinary care and boarding for the Hacienda Heights area with 2 veterinarians and a full staff of technicians. THAH has about 8,000 clients and takes more than 4,000 appointments per year.

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David Boctor, Practice Manager
“The system has been a great tool to reach and retain our clients and the staff has found it very easy to use.”

Client Information

The increase in clients with an email or cell phone in their practice management system.

+20%

Appointment Rate

The increase in the average number of appointments per client in an 18 month period.

+72%

Increased Appointments

The total increase in appointments booked in 2014 compared to 2013 that can be attributed to the PetDesk platform.

+820

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