Post on 08-Jul-2020
transcript
5/15/16
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ìCommunicating to a NewGeneration of Clients
Eric D. Garc ia , IT & Dig i ta l Mark eting Cons ul tant
© 2016 All rights reserved. Eric D. Garcia
Resources Provided
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Several Ideas
You don’t have to do it all right away
Pick one thing
You will have notes
Take your time
Continue to build on your one thing
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How many of you…
Have a mobile phone?
Have apps on your mobile phone?
Search the mobile web?
Have a tablet?
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Not Generation Specific Anymore
Googleì All generations
Social Mediaì People aged 55+ are driv ing the force of social media
We Are Always Connectedì 65% of adult mobile phone users s leep with the phone either on or next to
their bed
Search for Businessesì Baby boomers turn to Google to search for new businesses
Email Communicationì 91% of Internet users are between the ages of 18 and 64 and send email
© 2016 All rights reserved. Eric D. Garcia
Owner 2.0 from DVM360
47% of millennials are likely to think their veterinarians are very accessible compared to 78% of boomers
52% of millennials indicated their pet receives routine veterinary dental or oral care, compared to 42% of boomers.
63% of millennials say staying current on pet health topics is important, compared with 54% of boomers.
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First Industry Related Pro Veterinary Resource
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Inadequate Understanding
“Inadequate understanding by pet owners of the need for routine examination of their pets is key client-driven factor for
the declining use of veterinary visits”
Dev elopment o f new c anine and fe l ine prev entiv e heal thc are gu ide l ines des igned to improv e pet heal th .J AVMA, Vol 239, No. 5 , September 1, 2011© 2016 All rights reserved. Eric D. Garcia
Overwhelmed clientsì Stress of bringing pet to the practiceì Exam, heartworm & flea medication, dental, diagnostics,
current problems, vaccines/pet exposure, semi-annual follow up
Lack of understandingì Recommendations are not heeded
What Leads to Poor Compliance
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Observations About Growers
Engage with clients more frequently
Use robust reminder systems
Have a greater degree of energy around communicating with pet owners
Recognize the imperative that drives better client communicationì Clients want to be more empoweredì Clients as consumers are more critical of value they get from all
products/servicesì Information is empowering and value is a must
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Take Out Your Smart Phone
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Mobile Website –What Makes an App Different
Icon stored on pet owners phone
Push notifications
Loyalty card
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Custom Branding
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Request An Appointment
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Order Food and Medications
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Selfie Shots
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Mission Animal & Bird Hospital
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Online Pharmacy
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Loyalty Card
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Push Notifications
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Notifications
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Target Marketing
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Pet Sync
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Upcoming Appointments
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Automated Reminders
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App Stats: Age Distribution
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App Stats: Sessions
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App Stats: New Sessions
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Text: Healthcare & Appointment Reminders
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Service Providers
Vetstreet
ePetHealth
PHN Pro/Petly
Rapport
2 Way Textingì Vetstreet – Coming Soon
ì PHN Proì Rapport
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Text: Healthcare & Appointment Reminders
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Tablets in Your Practice
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Strengthen the Bond with Simple Text Messages
Elvis is doing great Mr.
Garcia! Call you soon.
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Send Free Photo Text Messages:www.textport.com
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Text Port on a Tablet
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Verizon, AT&T, and Sprint
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Verizon, AT&T, and Sprint
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Verizon, AT&T, and Sprint
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How Your Client Will See It
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How Your Client Will See It
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Improve Compliance with YouTube
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Playlists
Ability to use any video on YouTube
Create Playlistsì Dog Healthì Cat Healthì In the Exam Room
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YouTube Video Editor Enhancements
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Creating Your Own VideoFind a Location & Check Your Surroundings
Background Noise Level
Video & Sound Qualityì GoPro Hero 4
Editing – YouTube Editor
Length of Video (2-5 minutes)
Topic of Interestì Puppy & Kitten Careì Senior Pet Careì Behavior Trainingì Teeth Brushingì Ear cleaning© 2016 All rights reserved. Eric D. Garcia
YouTube Video Editor
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Low Stress Vet Visits for Cats
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Pinellas Animal Hospital
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Coastal Veterinary Hospital
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Share Your Content
Website video resource center
Email marketing newsletter
Share across all social media platforms
Departing instructions on an invoice:ì Ear cleaning products: Video on ear cleaningì Transdermal medications: Video on how to apply ì Toothpaste/Brush: Brushing teeth videoì New Puppy/Kitten Exam: Video on caring for new petsì Senior Pet Exam: Video on caring for senior petsì Pre-Surgical Exam: Post op care at home
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Ear Care for Cats
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Enhance Exam Room Communication
Playlist – “In the Exam Room”ì Reverse sneezeì 1 minute dental procedureì Dog seizing
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Enhance Exam Room Communication
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Enhance Exam Room Communication
Downloadable Videos from Elanco
Now you can download videos to help educate your clients about the importance of parasite protection.
http://www.trifexis.com/petownereducationprogram/
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Create an “About Canine Parasites” Playlist
Download videos at: ì http://www.trifexis.com/petownereducationprogram/
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AAFP YouTube Channel
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© 2016 All rights reserved. Eric D. Garcia
© 2016 All rights reserved. Eric D. Garcia
Face to Face or Side by SideSide-by-Side frame is the communication choice of menì Lack wanting to make eye contactì Not interested in facial expressionsì Increases comfort in communication
Face-to-Face frame is the communication choice of womenì Read facial expressionsì Builds better connection with the personì Signals nothing is taking away attentionì Side-by-side is choice during demonstrations allows focus of the
material
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http://www.psychologytoday.com/blog/he-speaks-she-speaks/201404/why-you-stand-side-side-or-face -face
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THANK YOU!
Resources: simplydonetechsolutions.com/CVCVB16
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Follow me on Facebook: facebook.com/EricGarciaFLCheck me out on Twitter: @EricGarciaFL