After several years of overloaded appointments, many practices are facing same-day openings. Because full schedules ensure healthy profits, your client service representatives (CSRs) should aim for zero empty slots. While a waitlist will fill last-minute openings, contact clients with overdue pets to ensure full schedules. Use a combination of calls, texts, and emails to reach clients who got sidetracked on their pets’ preventive care.

Lapsed patients that have not received care in 14 to 18 months represent an average of 20 percent of a practice’s active patient count.1 After 18 months, it is challenging to get them back. An uptick in overdue pets indicates your patient base is shrinking and clients need to reconnect with your hospital.