With the winter holidays approaching, the thought of last-minute client requests might feel overwhelming. Here are 7 steps you can take right now to get the busy holiday chaos under control, even if you’re understaffed.
1. Send notifications to clients for boarding reservations
Many boarding facilities fill up quickly around popular travel times, such as the holiday season, but clients still like to wait until the last minute to book a reservation. Make things easier on your team by encouraging pet owners to reserve boarding spots now.
Send “Book Now!” app notifications to your client list, post countdown timers on social media, and urge your clients to book holiday reservations when they’re picking up their pet from their current stay. You can also persuade clients to book in advance with a small promotion. For example, offer a free pet bath if they reserve now for the November and December holidays.
2. Encourage clients to update vaccinations before the busy holiday season
Around the holidays, you’re likely to see an increase in requests for vaccination updates, especially from clients preparing their pets for boarding or travel. Encourage pet owners to check their pet’s vaccination status now, rather than waiting until a boarding reservation or travel date approaches.
If you offer boarding at your practice, create app notifications and social media posts that outline the vaccinations required for canine and feline boarding. Remind pet owners that some vaccinations, such as Bordetella, may require time to take effect, so they should schedule appointments well in advance of their pet’s stay. Even better, let clients schedule their own appointments through your practice app or Facebook page, helping reduce calls and appointment requests coming through your team.
Vaccinations aren’t the only thing clients may need to prepare. Boarding facilities and airlines may also require proof of vaccination, so remind clients to request their pet’s records ahead of time. If your veterinary practice app includes access to medical records or vaccination history, let clients know they can find that information there — saving your team from handling last-minute record requests.
3. Make space for “sanity blocks” in your schedule
With the veterinary staffing shortage, you’re likely pushed to the limit each day. Give your staff time to take a breather during appointments by scheduling “sanity blocks.” These blocks give your staff some extra time to get caught up on tasks, return messages, finish medical records, or simply take a much-needed break in their day.
Sanity blocks don’t have to be long to make a difference. Even a few extra minutes between appointments can give your team time to reset and prevent small tasks from piling up. Consider building these blocks into your schedule during your busiest days or around times when you anticipate a higher volume of appointments, calls, and last-minute requests. A little breathing room can help your team stay focused and better prepared when the holiday rush hits.
4. Remind clients to refill their pet’s medications now
Remind clients to take inventory of their pet’s medications and prescription food, and to request refills now so they’re prepared for the next couple of months. Encourage them to check how much they have on hand and assess whether they’ll need a refill before or during the holidays.
This is especially important for pets taking medications that can’t be interrupted, as well as prescription diets that clients may not be able to easily replace elsewhere. Shipping delays are common during the busy holiday season, and refill requests can also take additional time to process, so getting those requests in early gives your team more time to address any prescription questions or authorization needs.
5. Stock up on common holiday emergency supplies
There’s nothing worse than an emergency case entering your veterinary practice only to discover you’re out of the medication or supplies you need. Although inventory management may fall by the wayside if you’re struggling with staffing challenges, double-checking your stock before the holiday season hits is a vital part of being prepared for any disaster, especially those emergency situations you don’t normally see, like decoration and toxin ingestion.
Shipping times during the busy holiday season are typically extended, and it can take days longer to receive critical supplies, so stock up on the essentials prior to shipping slowdowns.
6. Notify clients about holiday closures
As the holidays approach, your clients have plenty on their minds, making it easy for them to forget when your veterinary practice will be closed. Start communicating your holiday hours early and use multiple channels — email, signage, push notifications, text, social media, and your website — to make sure the information is easy to find.
Plan and schedule these communications in advance to save your team from last-minute scrambling. You can also add a reminder to your appointment confirmations or other routine client communications as the holidays get closer.
If your practice is closed for an extended period, make sure clients know where to turn if their pet needs care. General practices should make contact information for the local emergency veterinary hospital easy to find on their website, phone system, app, and social media. It’s also a good idea to provide pet poison hotline resources in case of a toxin emergency. With holiday hazards like chocolate and other foods, decorations, and plants, giving clients these resources ahead of time can help them know where to turn if an emergency occurs.
7. Get ahead of travel anxiety and motion sickness
Do you experience an influx of clients requesting travel solutions for their pets around the holidays? Ask your clients if they plan on traveling with their pets during the holidays, and educate them on potential solutions for motion sickness and anxiety.
Encourage clients to request prescriptions prior to their big travel plans, especially if this will be the first time the pet is taking medication for vomiting or travel anxiety. Direct communications like emails or app messages, as well as phone system messages and social media posts, can help pet parents remember to plan ahead.
Need some help preparing for the upcoming holiday rush? Vetsource’s comprehensive solutions might just be the perfect holiday gift for your practice. Reach out to learn how the platform can help your team, clients, and patients.
