Growing the Client/Practice Bond
Tanya Self, Greensboro Veterinary Hospital 
Greensboro, NC
"Pet Portals have truly strengthened the relationship between our clients and the doctors," says Tanya Self, practice manager of Greensboro Veterinary Hospital. In business since 1938, the hospital is clearly committed to forming long-lasting bonds with their clients.
Tanya first heard about Vetstreet at a workshop in September 2004, and immediately realized that it was the simple relationship-builder she'd been looking for. Although initially she had some worries about the confidentiality of her practice's information, "this turned out to be a non-issue," recalls Tanya. "We've been accredited AAHA members for fifty-something years, so the fact that Vetstreet's Pet Portal service is recommended by AAHA was very reassuring."
Just to make sure, Tanya called a few of the AAHA-accredited clinics on the Pet Portal reference list. "I spoke with several members who were currently using [the service]. It was a no-brainer, after that."
Tanya has not been disappointed: "Vetstreet has helped us become a more welcoming and friendly place."
"Our clients adore their Pet Portals! They love seeing their own pets. They LOVE the animated birthday cards. They love being able to do the medication reminders. Having their pets' vaccine history front and center is great. They love that [their Pet Portals are] friendly, warm and inviting."
Along with generating plenty of warm feelings, Vetstreet has helped increase awareness of pet health issues among the clinic's clients: "People are much more likely to discuss pet health topics with us."
The clinic has seen consistent quantitative results from the service as well: "We certainly realized a 10% growth in our compliance. It's been easy to see that from the reports that are generated in the Vet Portal."
Getting started with the service was simple and quick, which came as a pleasant surprise for Tanya, who recalls that at first "I was somewhat intimidated, but everything has just been so easy."
Although at many practices a receptionist is assigned the task of checking the Vet Portal once or twice a day, Tanya chooses to do this herself. "It probably takes me 10 to 15 minutes a day" to check the Vet Portal and respond to client updates and requests. "It's truly something I look forward to. It's fun, it's easy, and it takes very little time."
This past May, Tanya began using Pet Portal Postcard Reminders. Client response has been tremendous: "There's not a day that goes by that someone doesn't comment on the postcards," Tanya remarks. "Our clients love the fact that [the reminders] are breed-specific. I love the fact that the timing and the messages can be customized."
As a practice manager who emphasizes forging strong client relationships, it's not surprising that Tanya values the can-do attitude she finds in the Vetstreet support team. "They're always about 'what can we do to help you?' The support has been tremendous, both via email and also via telephone. I can't get over the amount of energy and enthusiasm you guys have."
"Even if we hadn't realized the 10% growth in compliance, we'd still be using Vetstreet. It's all about relationships. Vetstreet has done a tremendous amount with relationships and bonding at the hospital."
