Visits may be less frequent, costs higher, and client expectations different — but this moment is workable. Practices have weathered it before with simple, proven plays that don’t overload the team.
In our recent webinar, veterinary IT and digital strategist Eric Garcia shared three moves you can use now to help your practice thrive.
1. Make timing obvious
Most morning questions sound the same: “Do I need to refill yet?” “Are we due for the next dose?” Get ahead of them with a simple cadence and one clear action per touch.
Do this:
- Standardize reminders: coming due → due → past due. Keep one action per touch.
- Put the action up front (refill, book, pay) — avoid multi-link emails.
- Batch approvals at a set time each day to cut context switching.
With Vetsource, email and SMS reminders to go to clients for coming due, due, and past due items that were purchased through your online store. Eligible practices can also turn on reminders for prescriptions filled in-house so clients can choose the best option for them, all without creating work for your team.
2. Explain the “why now”
Clients don’t need more messages — they need meaning. One clear sentence that explains “why now?” makes the next step obvious and keeps room-to-room language consistent.
What you can say:
- In-room: “Because mosquitoes are active now, this monthly dose keeps Buddy protected. I’ll send a quick link so you can refill on time.”
- Follow-up: “We chose [dose X] for Buddy’s weight today — this keeps him covered through summer.”
Do this:
- Add one “why now” line to discharge notes and post-visit templates.
- Reuse the same sentence in text, email, and portal replies so clients hear one message everywhere.
Vetsource allows you to send a product recommendation email through your digital scripting tool, where you can add notes that include the clear “why.” This, combined with a simple one click to checkout experience, increases the odds that the client will follow through.
3. Make fulfillment part of the care plan
Adherence improves when getting the medication is built into the plan — not left as a separate task for later.
Do this:
- At prescribing, state the plan out loud: dose, duration, and how/when to refill.
- Give a link to your online store during the visit.
- Offer AutoShip for preventives and chronic meds — the goal is reliable, recurring delivery.
- With consent, save a card on file to speed up future refills or pickups.
- Repeat your one-line “why now” in discharge so instructions and checkout match.
Simple intros:
- “You can refill meds and food anytime from our online store.”
- “Since we’re starting prevention today, let’s set up recurring delivery so she’s always covered.”
Vetsource’s intuitive scripting experience allows you to use your digital scripting tool to begin the order in the exam room. If a client declines to purchase, you can send a product recommendation at the end of the scripting process. This will send an email and SMS message to the client with a simple, one-click link to their cart on your online store for checkout.
Helping clients follow through is a win for all
With three small shifts — clear timing, a one-line “why now,” and care-plan fulfillment — you remove guesswork and hesitation. Clients act on time, your team fields fewer calls, and patients stay on plan. The payoff: higher compliance, smoother visits, steadier revenue.
- Missed the webinar or want a refresher? Watch the recording.
- Curious how Vetsource Prescription Management supports these moves in your workflow? Talk with our team.
