We’ve all been there – the ringing phones, the multitasking receptionists, and the stress of managing appointments. The daily juggle in a busy veterinary practice can sometimes feel like a circus act. But what if I told you there’s a way to transform this chaos with one tool? Enter the veterinary online booking tool – your secret weapon to streamline operations, happy clients, and being able to take that 10-minute break.

Common Concerns with Veterinary Online Booking Tools

Let’s address the elephant in the room. One of the common concerns we hear from veterinarians is, “What if I don’t have enough time for appointments due to booking errors or late-day slots?” It’s a valid concern.

The truth is, change can be daunting. But with the right online booking system in place, you’ll be surprised at how smoothly your practice can run. Many online booking tools have parameters that you can customize to limit scheduling errors. I have used several online booking tools including Vetstoria and Petdesk. So let’s talk about how these tools address common concerns.

 “What if someone books a complex case at the end of the day?”

With online booking tools like Vetstoria, you can set up the type of appointments that can be booked online. For example, if you only want wellness exams as your last appointment, you can do that!

“My receptionists are trained to triage possible emergencies on the phone and encourage clients to bring their pets in right away or go to an ER clinic.”

A: No problem! With Vetstoria, keywords or phrases are pre-programmed so clients are alerted that their pet’s case is considered an emergency. This alert will force them to call the front desk directly. These settings can also be customized to your preference.

“What if the client doesn’t give me enough information on what they are bringing their pet in for when they use the online booking tool?”

With the time being saved, you could have a receptionist review the appointments for the day and the reason for the appointment. If there are any questions, a simple call to the client can be made to ask for clarification on the reason for the appointment. Believe me, this probably happens way less often than you think.

“Will no-shows increase due to new clients that book online”

The convenient part about online booking is that the client can also easily cancel or reschedule their appointment if they change their mind. They also get a reminder with a link to their calendar so they don’t forget. I ran the numbers in my practice and found that actually no-shows decreased when clients used the online booking tool.

The Benefits That Will Make You Smile

Now, let’s dive into the good stuff – the benefits of online booking that will make you want to do a happy dance in your clinic.

Reduced Inbound Calls: More Quality Time with Clients

Picture this: Your receptionists no longer have to answer a barrage of phone calls, freeing them to focus on building meaningful, lasting relationships with clients. Instead of a rushed conversation to book an appointment, they can take the time to chat, offer guidance, and ensure every pet owner feels valued. This is the secret sauce to building loyalty with your clients and keeping them coming back.

This was a typical appointment request call in my practice:

Client: “Hello, I would like to make an appointment for my dog’s annual exam”

Receptionist: “Okay, great! When would you like to come in?”

Client: “Let me get my calendar…..”

Waiting….waiting… more phones ringing…

Client: Okay, I can come in anytime on Wednesday.

Receptionist: I have an appointment available at 10am, does that work?”

Client: “Oh wait, I can’t do that the gardeners come at that time”

Receptionist: “How about 3pm?

Client: “Oh I can’t do that either, I have to pick my daughter up from school.”

And the conversation goes on and on from there trying to find an opening while the client tries to figure out their schedule.

But what if you could tell those clients, “Did you know we offer online booking now?”

Client Convenience: No More Phone Call Wait Times

Clients today are tech-savvy and time-conscious. They want convenience at their fingertips. Online booking allows your clients to schedule appointments when it suits them, whether that’s during their lunch break or after tucking in their four-legged family members. No more frustrating phone call wait times – just happy, satisfied clients.

And speaking of clients, did you know that the majority of pet owners are millennials or gen Z? These tech-savvy generations prefer the ease of online booking. By offering it, you’re speaking their language and winning their loyalty.

An Approach to Change

Real talk. Change can be scary, but remember, we’re all in this together. Think of online booking as your trusty sidekick, here to make your practice life easier.

Remember the times when you or your staff tried to juggle multiple calls while one client was waiting to check out and another was waiting to check in? Well, those days are behind you. With online booking, it’s like having a personal assistant who never needs a coffee break!

If you’re still unsure about taking the leap into the world of online booking and automation, don’t worry – some of the doctors I worked with had the same concerns when I announced that we were going to offer online booking, and I understand the concerns and barriers that can hold you back. But trust me, the benefits are worth it.

If increasing efficiency in your practice sounds great, but you aren’t sure where to start reach out to me for a one-on-one consultation. Let’s chat about how automation can transform your practice and make your professional life a whole lot easier. It’s time to step into the future, embrace change, and watch your practice thrive.