Help clients follow through with care by reducing the friction that slows them down.
When pet owners don’t rebook, refill, or follow through on care, it’s tempting to chalk it up to forgetfulness or assume they just don’t care. But that’s rarely the full story. More often, the problem is friction: Too many steps. Not enough clarity. A lack of convenience. And when the path isn’t easy, even the most well-meaning clients will delay — or drop off completely.
The good news? You don’t have to overhaul your workflow to fix it. Just a few strategic changes can make follow-through easier for your clients — and lighter on your team.
1. Send reminders that actually lead to action
Missed reminders don’t just lead to missed appointments. They contribute to delayed care, extra work, and schedule gaps. The problem often isn’t the reminder itself, but how and when it’s delivered.
What helps:
- Send reminders 2-3 times for key services.
- Mix channels: email, text, and app.
- Include a clear call to action like “Refill now” or “Schedule online.”
- Be specific: name the pet, the product or service due, and the timeframe.
Example: “It’s time for Bella’s next bag of food. Refill now for on-time delivery.”
Want to refine your reminder strategy? Check out this guide to client communication timing and tactics.
2. Make it easy for clients to act — anytime
Clients want to act when it’s convenient for them, not just when you’re open. Whether it’s scheduling a visit, refilling a med, or asking a quick question, instant access increases follow-through and satisfaction.
What helps:
- Let clients take action through your app or online store, especially after hours.
- Include direct links in reminder emails and messages so they can act in one click.
- Make sure your online pharmacy is easy to find on your website, not buried or hidden.
Real-world example:
When Neffsville Veterinary Clinic noticed a rise in third-party pharmacy requests, they embraced the shift and made online ordering a visible part of client conversations.
As a result of normalizing their in-house option, they boosted both online and in-clinic nutrition sales:
- Online nutrition sales jumped 176%
- In-practice nutrition sales grew by 39%
“You can either give clients a great place to shop where they can support you — or resist it. And I don’t see any benefit in resisting it.”
— Bethany Mihalik, Hospital Administrator, Neffsville Veterinary Clinic
Want to see how they did it? Read the full case study.
3. Normalize AutoShip to close care gaps
Clients are more likely to stick to a care plan when they don’t have to remember every refill. But most only opt in when it’s brought up at the right time and positioned the right way.
What helps:
- For in-person conversations, try: “Would it help to have this automatically delivered before you run out? You can pause or update anytime.”
- Recommend AutoShip in emails, your app or store, and during checkout.
When AutoShip becomes the default instead of the exception, refill gaps shrink — and your team spends less time chasing routine requests.
Practices using AutoShip with Vetsource Prescription Management have seen preventatives compliance triple, helping more pets stay protected year-round — without extra lift from your team.
Small shifts. Big impact.
You don’t need a massive system change to help more clients follow through. Start with one of these:
- Tighten up your reminder timing and wording.
- Make sure links go straight to scheduling or refills.
- Mention AutoShip before checkout becomes an afterthought.
Want proof? See how Neffsville Veterinary Clinic made it work.
