Inactive Client Program

About the Inactive Client Program

Pet owners don’t care how much you know until they know how much you care.

This powerful statement is one of the cornerstones of successful veterinary practice. It’s also the basis of PHP’s Inactive Client Reengagement Reminder Program and has shown to be highly effective in bringing lapsed clients back to veterinary practices.

PHP is providing you with an opportunity to utilize emails from this program that offer proven success in reengaging clients who have been absent from their veterinary practices.

How is this program different than other reminder programs?

There are two main points that set apart the PHP Inactive Client Reengagement Reminder Program from other typical reminder programs:

Calendar

1. This program is based on the client’s visitation history, not a timetable for a specific service (i.e., for heartworm testing). The program asks practices to identify pet owners who have been inactive for a specific period.

For example, many practices target those pet owners who have been absent from the practice for 14 months or longer.

2. A service-specific reminder (e.g., for heartworm testing) is used by many practices, but it’s been shown that it may not be the most persuasive message because it overlooks altogether the relationship between the pet, the owner, and the veterinary practice. Instead of service-specific reminders, the PHP reminder program consists of an empathetic message that emphasizes three specific points to pet owners:

  • Recognition that pet owners want to provide great care for their pets but they have busy lives and it can be difficult to get their pets in for regular exams
  • Sincere concern from the practice for their pets’ health.
  • Yearly checkups are as important as food and love
For Cats For Dogs

The proven impact of the PHP program

During 2015-2016, PHP partnered with Vetstreet, a leading provider of integrated veterinary marketing solutions, to provide a client-centric email reminder program to reengage inactive pet owners. Vetstreet software was used to enroll 1,612 practices in PHP’s program which targeted pet owners whose pets had not been seen by a veterinary practice for 14 months or greater. The data results convincingly demonstrated the program’s ability to reengage inactive clients.

Within 180 days of sending a reminder message, practices that used the PHP program:

38% of returning patients had been inactive for more than 24 months!!
  • Had an overall 8.5% inactive-client response rate (the percentage of clients who responded to the email and brought their pets in for an appointment), which is considered high by overall industry standards.
  • Brought in an average of 128 lapsed clients per practice.
  • Had an outstanding reengagement response from cats and senior pet owners!

Most importantly, the program motivated a large population of previously inactive patients (126,576 total patients), which were reconnected to the 1,612 participating practices and began receiving essential services needed for optimum health and wellbeing.

By utilizing these tools you will be able to...
Time to Complete




Tools & Resources

Inactive Client Reminder Program Newly Published White Paper


Read the American Animal Hospital Association-American Veterinary Medical Association White Paper, “A New Reminder Program Available to Veterinary Practices that Re-engages Inactive Clients and Delivers the Benefits of Preventive Care”, to learn more about the study details and extraordinary program results.



To Begin: Inactive Client Reminder Email Templates for Your Practice


Partners for Healthy Pets is providing you at no charge:

Multiple versions of the email templates from the highly successful Inactive Client Reminder Program

  • Personalizable Templates (using html)
  • Generic Templates (using html)
  • Generic Templates (using image)

The Setup: How Your Practice Can Contact Your Inactive Clients

These email templates can be used in almost ALL practice management software systems. Your system may allow for using these templates as a reminder, as e-blasts or as one-off emails.

  • If you are using practice management software such as Cornerstone, Avimark, Impromed or VCA WoofWare, please click here for guidance on contacting your practice management software vendor.
  • If you would like to email your inactive clients as an e-blast to all of them at once, without using your practice software, click here.

The Message: The Email Templates You Want to Use

Once you have determined how your practice is going to send the emails (refer to the list above), choose if you’d like to send an email with a $25 discount off the cost of the office exam, or an email version that does not include a discount. Please note, your practice is responsible for the $25 discount. Your practice will not be reimbursed for the discount by Partners for Healthy Pets.

Choose one:



Frequently Asked Questions



Client Emails without Discount


You have selected not to include a discount offer in your email to your clients. PHP has put together two options to help you implement this program. Both options contain the compelling messages and images that make this program so successful.

  • Option 1 - Personalizable version (html):
    These emails can be personalized with the patient’s name, your practice name and contact information.
  • Option 2 - Non-personalizable version:
    These emails cannot be personalized with the patient’s name, your practice name and contact information.
    • Option 2A - Text and graphics (html): With this version, the email will include text and graphics.
    • Option 2B - Image Only: This version allows you to simply attach or embed the reminder into your email program.

To access the email files, expand the option you choose below.

Option 1 - Personalizable Version
Option 2 - Non-personalizable version


Client Emails with Discount


You have selected to include a $25 discount offer in your email to your clients. PHP has put together two options to help you implement this program. Both options contain the compelling messages and images that make this program so successful.

  • Option 1 - Personalizable version (html):
    These emails can be personalized with the patient’s name, your practice name and contact information.
  • Option 2 - Non-personalizable version:
    These emails cannot be personalized with the patient’s name, your practice name and contact information.
    • Option 2A - Text and graphics (html): With this version, the email will include text and graphics.
    • Option 2B - Image Only: This version allows you to simply attach or embed the reminder into your email program.

To access the email files, expand the option you choose below.

Option 1 - Personalizable Version
Option 2 - Non-personalizable version