Are Your Veterinary Payment Options Driving Away Clients? Do’s and Don’ts to Avoid Payment Pitfalls
Veterinary professionals think carefully about providing excellent veterinary care, but don’t always pay the same attention to how clients pay for that care. For most pet owners, the checkout experience is their final impression of a practice, one they carry with them long after leaving.
If your veterinary payment options fail to meet client expectations, you may be driving away loyal clients and missing out on new ones. Here’s a look at the do’s and don’ts that will help your team align payment systems with the modern needs of veterinary clients.
DO offer options to suit all clients
Accepting a wide range of veterinary payment options, including major credit cards, debit cards, mobile wallet apps, financing, and online payments, reduces financial barriers to veterinary care and creates a welcoming and accessible experience. Clients should focus on their pets rather than worrying about their payment method. A variety of payment options demonstrates to clients that you care about their convenience and comfort.
DON’T expect clients to pay large bills upfront
Pet owners facing an unexpected pet illness or injury often feel overwhelmed and upset, and hearing that they must pay a large bill upfront can make things worse. Veterinary clients want what’s best for their pets, but not presenting them with options to help with a hefty bill means they may decline or defer care.
DO offer financing options
Payment plans and third-party financing options, such as CareCredit, bridge the gap between a pet’s urgent need and a client’s financial reality. Clients are more likely to approve treatments and return for follow-up care when they have payment flexibility. Breaking large bills into monthly payments is good for the client’s budget and the veterinary clinic’s cash flow.
DON’T forget insurance
Clients are aware that pet insurance exists, but they also understand how complicated it can be. If your team of pet health experts can’t help clients understand and use insurance, who will? Whether you work directly with providers or ask that clients file claims themselves, you can help by becoming familiar with provider options and requirements for claims. A little guidance builds trust and signals that you’re invested in helping clients afford quality veterinary care.
DO allow payment from anywhere
Not offering online payments is like asking clients to go back in time. Many clients prefer to pay from their phone or computer at their convenience. Integrating online payments into your cloud-based practice management software meets the digital expectations of today’s pet parents. Additionally, online invoicing and payments are automatically documented in patient charts, reducing confusion.
DON’T let checkout create stress
A confusing or slow checkout process can undo the goodwill you spend time building during each appointment. Clients may be juggling a squirming pet, managing other obligations, or feeling emotional after a vet visit, and a drawn-out payment process can feel like torture. Flexible veterinary payment options, such as online bill pay, ensure clients can pay at their earliest convenience.
DO invest in the payment experience
The best payment experiences are simple, straightforward, and fast. Offer clearly itemized estimates and invoices to clients, which makes filing a pet insurance claim or third-party financing application easier. Offer a wide range of digital and traditional payment methods, and configure your veterinary practice management software so clients can split payments among multiple methods with ease. A smooth and fast checkout shows clients you respect their time and reinforces the quality of care they’ve received.
Build loyalty with payment systems
Veterinary payment options are critical to the overall client experience. Teams that focus on flexibility and empathy can meet or exceed client expectations surrounding payment, while hospitals offering limited payment methods may lose clients or struggle to attract new ones.
Before changing things up, take a look at your current system and ask:
- Do we offer multiple payment methods?
- Can clients pay online or via text link?
- Are payment plans and third-party financing clearly advertised and explained?
- Does your team understand how to promote and explain pet insurance?
- Is the checkout experience quick and easy?
Modernizing your veterinary payment options can help you attract new clients, reduce friction for existing ones, and make veterinary care feel more accessible to all. Upgrading to digital, integrated payment systems can enable your team to build long-term relationships with pet owners based on trust and a shared investment in their pet’s well-being.
