2 - Communicating to a New Generation of Clients...2016/05/02 · Inadequate Understanding...

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ìCommunicating to a NewGeneration of Clients

Eric D. Garc ia , IT & Dig i ta l Mark eting Cons ul tant

© 2016 All rights reserved. Eric D. Garcia

Resources Provided


Several Ideas

You don’t have to do it all right away

Pick one thing

You will have notes

Take your time

Continue to build on your one thing


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How many of you…

Have a mobile phone?

Have apps on your mobile phone?

Search the mobile web?

Have a tablet?


Not Generation Specific Anymore

Googleì All generations

Social Mediaì People aged 55+ are driv ing the force of social media

We Are Always Connectedì 65% of adult mobile phone users s leep with the phone either on or next to

their bed

Search for Businessesì Baby boomers turn to Google to search for new businesses

Email Communicationì 91% of Internet users are between the ages of 18 and 64 and send email


Owner 2.0 from DVM360

47% of millennials are likely to think their veterinarians are very accessible compared to 78% of boomers

52% of millennials indicated their pet receives routine veterinary dental or oral care, compared to 42% of boomers.

63% of millennials say staying current on pet health topics is important, compared with 54% of boomers.


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First Industry Related Pro Veterinary Resource


Inadequate Understanding

“Inadequate understanding by pet owners of the need for routine examination of their pets is key client-driven factor for

the declining use of veterinary visits”

Dev elopment o f new c anine and fe l ine prev entiv e heal thc are gu ide l ines des igned to improv e pet heal th .J AVMA, Vol 239, No. 5 , September 1, 2011© 2016 All rights reserved. Eric D. Garcia

Overwhelmed clientsì Stress of bringing pet to the practiceì Exam, heartworm & flea medication, dental, diagnostics,

current problems, vaccines/pet exposure, semi-annual follow up

Lack of understandingì Recommendations are not heeded

What Leads to Poor Compliance


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Observations About Growers

Engage with clients more frequently

Use robust reminder systems

Have a greater degree of energy around communicating with pet owners

Recognize the imperative that drives better client communicationì Clients want to be more empoweredì Clients as consumers are more critical of value they get from all

products/servicesì Information is empowering and value is a must


Take Out Your Smart Phone


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Mobile Website –What Makes an App Different

Icon stored on pet owners phone

Push notifications

Loyalty card


Custom Branding


Request An Appointment


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Order Food and Medications


Selfie Shots


Mission Animal & Bird Hospital


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Online Pharmacy


Loyalty Card


Push Notifications


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Notifications


Target Marketing


Pet Sync


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Upcoming Appointments


Automated Reminders


App Stats: Age Distribution


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App Stats: Sessions


App Stats: New Sessions


Text: Healthcare & Appointment Reminders


Service Providers

Vetstreet

ePetHealth

PHN Pro/Petly

Rapport

2 Way Textingì Vetstreet – Coming Soon

ì PHN Proì Rapport

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Text: Healthcare & Appointment Reminders


Tablets in Your Practice


Strengthen the Bond with Simple Text Messages

Elvis is doing great Mr.

Garcia! Call you soon.


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Send Free Photo Text Messages:www.textport.com


Text Port on a Tablet


Verizon, AT&T, and Sprint


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How Your Client Will See It


How Your Client Will See It


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Improve Compliance with YouTube


Playlists

Ability to use any video on YouTube

Create Playlistsì Dog Healthì Cat Healthì In the Exam Room


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YouTube Video Editor Enhancements


Creating Your Own VideoFind a Location & Check Your Surroundings

Background Noise Level

Video & Sound Qualityì GoPro Hero 4

Editing – YouTube Editor

Length of Video (2-5 minutes)

Topic of Interestì Puppy & Kitten Careì Senior Pet Careì Behavior Trainingì Teeth Brushingì Ear cleaning© 2016 All rights reserved. Eric D. Garcia

YouTube Video Editor


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Low Stress Vet Visits for Cats


Pinellas Animal Hospital


Coastal Veterinary Hospital


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Share Your Content

Website video resource center

Email marketing newsletter

Share across all social media platforms

Departing instructions on an invoice:ì Ear cleaning products: Video on ear cleaningì Transdermal medications: Video on how to apply ì Toothpaste/Brush: Brushing teeth videoì New Puppy/Kitten Exam: Video on caring for new petsì Senior Pet Exam: Video on caring for senior petsì Pre-Surgical Exam: Post op care at home


Ear Care for Cats


Enhance Exam Room Communication

Playlist – “In the Exam Room”ì Reverse sneezeì 1 minute dental procedureì Dog seizing


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Downloadable Videos from Elanco

Now you can download videos to help educate your clients about the importance of parasite protection.

http://www.trifexis.com/petownereducationprogram/

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Create an “About Canine Parasites” Playlist

Download videos at: ì http://www.trifexis.com/petownereducationprogram/


AAFP YouTube Channel



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Face to Face or Side by SideSide-by-Side frame is the communication choice of menì Lack wanting to make eye contactì Not interested in facial expressionsì Increases comfort in communication

Face-to-Face frame is the communication choice of womenì Read facial expressionsì Builds better connection with the personì Signals nothing is taking away attentionì Side-by-side is choice during demonstrations allows focus of the

material


http://www.psychologytoday.com/blog/he-speaks-she-speaks/201404/why-you-stand-side-side-or-face -face

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THANK YOU!

Resources: simplydonetechsolutions.com/CVCVB16


Follow me on Facebook: facebook.com/EricGarciaFLCheck me out on Twitter: @EricGarciaFL

2 - Communicating to a New Generation of Clients...2016/05/02 · Inadequate Understanding...

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