“Help! Dr Google is not my friend!”

“Help! Dr Google is not my friend!”

I’m sure we’ve all had them - the client who turns up for their consult with a pet, a ream of information from some rather eccentric online sources, and a firm (but absolutely wrong) diagnosis. When the vet tries to explain that in actual fact, the reason their pet is itching is the massive flea infestation and not an obscure food allergy, the client becomes angry. They may even leave to seek a “properly educated” (for which, read “more compliant”) practice somewhere else, but even if not, they can cause you untold grief.

So, what can you do about it? Read on for our Five Point Plan!

Now live... our newly revamped Symptom Checker and Poisons Guide!

Now live... our newly revamped Symptom Checker and Poisons Guide!

One of the most common things clients tell us on Live Web Chat is that they don’t know whether something’s an emergency or not - but that they’re worried about calling because if it’s not, they might sound stupid. Equally, one of the most common complaints by vets is that clients don’t know what an emergency is. So, surely in this online age, there is a solution to this problem? With our medical colleagues using novel and innovative technologies like Babylon to triage their patients, can’t we do the same?

Best UK Vet Awards 2019

Best UK Vet Awards 2019

Once again, we are in a position to announce the winners of the Best UK Vets 2019. Unlike other awards, BUKV winners and losers are decided by the clients of the practices in question - no judges who might be biased, no “fee for awards ceremony”, just a recognition of good customer service. Over the course of a year (February to February), the reviews left on www.vethelpdirect.com and www.any-uk-vet.co.uk are added up. All reviews of 4* or 5* contribute towards the Best UK Vet and the practice with the most top reviews wins. It’s really simple and transparent! This year, the winner is [you’ll have to imagine the drumroll]...

Should we be using pictures of pets in Christmas jumpers for practice marketing? Veterinary issues with online advertising

Should we be using pictures of pets in Christmas jumpers for practice marketing? Veterinary issues with online advertising

This Christmas, we’ve been seeing a lot of practices running Facebook and other social media campaigns promoting festive costumes for pets. However, as veterinary professionals, we are expected to meet a higher standard. I’m sure many of you would baulk at using a severely compromised brachycephalic to market your practice (#brachywatch!), and there are equally significant welfare concerns about festive costumes for pets.

New client data gathering from your website - what's legal?

New client data gathering from your website - what's legal?

In the past, it was commonplace to put information on your website which you knew people would want to have access to (for example, “top tips”, information about promotions you’re going to run or special offers, pet health resources, or whatever), and then ask for people’s email addresses, However, this becomes legally much more complex in the age of GDPR, as your data subjects have many more rights. In this blog, we’ll explore some of the legal issues around this approach to client data.

Is your website as secure as you think?

Is your website as secure as you think?

It’s very easy to think that attackers wouldn’t be interested in your website - after all, even the biggest veterinary practice looks like small fry next to BA, or the NHS, or one of the big department stores. And that’s true, from a certain point of view - you have far fewer visitors. However, that also makes you an excellent target for people distributing malware, or trying to set up a botnet, or indeed any other “black hat” (aka “cybercriminal”) out there. In this blog, I want to talk about a worrying trend we’ve seen recently in terms of hacking attempts on what seem like really low profile websites.

All change, all change…

All change, all change…

The greatest constant is change, as they say… and we’re REALLY seeing it in marketing at the moment! We were just getting used to dealing with the Baby Boomers, but now we’ve got to adapt to Gen X, and the “Millennials” - and the first of Gen Z are now reaching adulthood too. As a result, strategies that might have worked as little as ten years ago are increasingly becoming ineffective! In this blog, I’m going to briefly review what we know about the current trends in client preferences - and give a sneak peek at some of our new research.