Phone Mistakes That Are Driving Pet Parents Away
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In this episode of the Veterinary Business Podcast, co-host Michael Walker is joined by Naren Arulrajah, founder of the Veterinary Business Institute and CEO of Ekwa Marketing. Together, they uncover the critical role phone calls play in veterinary practice success. From understanding conversion rates to actionable strategies for front-office improvement, this episode is packed with insights to help practices boost client engagement, increase bookings, and drive long-term profitability. Whether you’re a veterinarian, practice manager, or student, this conversation will guide you on making every client interaction count.
Key Takeaways:
- The Importance of First Impressions:
- Responding promptly to phone calls impacts client satisfaction and conversion rates.
- Missed calls represent lost revenue and opportunities.
- Key Metrics to Track:
- Conversion Rate: The percentage of new client calls converted into appointments.
- Missed Call Percentage: Calls unanswered during office hours.
- Improving Front-Office Performance:
- Train staff to greet clients warmly, build rapport, and take control of the call.
- Avoid pitfalls like mishandling price-related questions.
- Creating a Client-Centric Culture:
- Celebrate team wins and create a supportive environment for staff improvement.
- Shift focus from transactional interactions to building long-term relationships with pet parents.
- Real-Life Case Study:
- A practice losing $2 million annually due to missed opportunities highlights the value of tracking and optimizing conversion rates.
- Actionable Goals for 2025:
- Know and improve your call conversion rate monthly.
- Set achievable targets to boost client engagement.
Listen to this Episode on
Timestamp
- 00:00 – Introduction
- 02:37 – The Modern-Day Phone Phobia : Generational differences in phone use and their impact on client interactions.
- 04:06 – Why Answering the First Call Matters : Case study: $2 million in lost revenue due to unbooked client calls.
- 08:52 – Common Slip-Ups in Handling Calls: The danger of voicemail reliance and mishandling pricing inquiries.
- 12:45 – Key Metrics for Front-Office Success: Tracking conversion rates and missed call percentages for improvement.
- 21:12 – Building a Supportive Team Culture: Celebrating wins, fostering a safe environment, and training staff.
- 25:50 – Setting Realistic Goals for 2025: Actionable steps to enhance call handling and client engagement.
- 28:46 – Closing Thoughts : Michael and Naren reflect on the importance of building trust and sustainable relationships.
Naren Arulrajah
- Computer Scientist
- CEO of Ekwa Marketing
- Cialdini Certified Professional
- Veterinary Marketing Consultant
- Co-host of the Veterinary Business Podcast
- Founder of The Veterinary Business Institute & Podcast
Naren Arulrajah is an entrepreneurial visionary who is committed to serving others. He firmly believes that success is a result of this dedication.
Naren is the CEO and Founder of Ekwa Marketing (www.ekwa.com). He leads a team of over 250 professionals and drives the company’s goal of assisting doctors in dominating Google and achieving success in digital marketing. Ekwa caters to a wide range of healthcare professionals who operate in private practices, such as veterinarians, dentists, dermatologists, plastic surgeons, ophthalmologists, OB-GYNs, and med-spa owners. Ekwa’s services are tailored to meet their specific needs and requirements. One of the most impressive achievements of Ekwa is its exceptional client retention rate, with 95% of clients choosing to stay with the company year after year.
Naren is not just the person behind Ekwa Marketing – his knowledge and experience go beyond that. He has helped veterinary practice owners throughout the United States grow their startups into practices worth millions of dollars. Naren’s expertise in digital marketing and entrepreneurship has made him a valuable asset to doctors globally. His commitment to the veterinary and medical community has been crucial to his achievements. In line with this principle, he established the Veterinary Business Podcast (www.veterinarybusinessinstitute.com) with other prominent figures in the field. The podcast seeks to support doctors by offering valuable insights into achieving professional, personal, and financial success.
Aside from being a consultant and speaker, Naren is an accomplished author and innovator. Recognizing his leadership and initiative, he was honored with the 2014 Leadership Initiative Award by AceTech Ontario.
Furthermore, Naren’s passion extends to the Veterinary Business Podcast series. He perceives this platform as not only a tool for professional advancement but also as a way to promote personal success for veterinarians who frequently neglect their personal lives while striving for professional success.
Naren’s entrepreneurial journey is guided by the principles of service and excellence. He firmly believes that understanding failure is essential to appreciating success. He acknowledges that success is not achieved in isolation, which is why he strives to make a positive impact not only on individuals but also on their relationships.
Naren’s exceptional vision is the direct result of his extensive work alongside esteemed veterinarians for over a decade. Working closely with them, he has gained profound insights into the specific challenges they face in their work and personal lives. Because of this realization, he was inspired to create and launch the Veterinary Business Podcast.
The Veterinary Business Podcast has a clear goal: to assist veterinarians in building a bigger future. Naren’s mission is to encourage personal growth among veterinarians, improve the well-being of their families, strengthen their teams, and positively impact their community.
Connect with Naren Arulrajah:
Educational Resources by Naren: