Holiday prep tasks stack on top of daily workloads — not instead of it. Records, refills, and last-minute questions arrive while your team’s short. When you don’t have time to try out new tools, there are some simple ways to use what you already have so the day runs smoother and patient care stays on track.
⇒ How to use this post: do one thing today, make one repeatable change this week, and start one background step for next month.
1) Finish refills in one conversation
Light staffing plus voicemail tag means missed doses and multiple calls. Closing the loop in one touch saves minutes today.
How to finish more refills
- Go through your list of refill calls. Using your digital scripting tool, create a new order for each refill, selecting Save and exit for each.
- From your saved orders, pull up the first client order and make the call.
- Let the client know that you can place the order on the client’s behalf for home delivery.
- If the client agrees, select Check out now and confirm payment and shipping address.
- If they decline, select Send a recommendation. Let the client know they will receive a link via email and/or text message to purchase the item for delivery to their home. Confirm their contact information and be sure to include a note about why the treatment is important to their pet’s health.
Take automation further
Clients who purchase through your Vetsource online store automatically receive refill reminders. With complete integration, in-practice Rx Reminders can also nudge eligible in-clinic purchases (for example, preventatives and select nutrition). Check with your account manager about eligibility for your practice.
2) Say it once — then let automation repeat it
Repeating directions burns time busy teams don’t have. Light automation answers routine questions the same way every time, freeing up staff time.
How to automate routine messages
- Create a shared-inbox auto-reply for common requests like refills, appointment requests, holiday hours, and records.
- Add it to your phone tree/IVR. Route to a short message with your website path (such as mainstreetvet.com/shop) or a dedicated voicemail box.
- Add it to your receipt/discharge footer.
Having quick access to your online store, app download, and records request forms on your website home page preferably in your main navigation) makes this even easier to direct clients to.
Here are a few templates to get you started with these messages.
3) Make records requests self-serve (and predictable)
Holiday travel plans mean an influx of records requests — and even more phone tag. A clear path to making the request online or via your app turns drop-ins into a tidy queue your team can clear at once.
How to help clients help themselves
- Create a dedicated records request page/short form on your website. Include a typical turnaround time (such as 48 hours) and a prompt to call if they need it sooner.
- Put a records request button on your homepage that leads to your dedicated page for December through January. If that’s not possible, add a brief banner with the link on your homepage.
- Proactively let clients know via social media and at checkout.
Have the Vet2Pet app?
Add a callout on the request page and your home page that lets clients know they can also request records via your app. Provide the link to download the app right from your website.
Your next steps to easier refills
Today: One quick hit
Update a voicemail or signature line, send a Recommendation for a refill, or post a records reminder.
This week: One repeatable change
Add a shared-inbox auto-reply that routes refills and records to your website, or add a phone-tree option for vaccine records.
Next month: One background step
Request practice software integration so that scripting and emailing about your online store becomes even quicker and simpler, or enroll in PetMail+ so seasonal emails go out without hand-building.
Need help with what to say?
Use the scripts available in your Practice Toolkit to guide your auto-reply message, phone-tree line, voicemail language, and what to say on calls when placing client orders or sending a recommendation email — so your team can put this into motion in minutes.
