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SLOW DOWN AND SMILE!

Phone Skills Friday

Callers form an impression of your veterinary hospital within 7 seconds—essentially your initial greeting.

If you deliver a triple-espresso greeting, what the caller actually hears is “I’m too busy to help you and your pet.” Slow down, take a cleansing breath, and SMILE. Callers will detect your energy and enthusiasm immediately. If you just finished a call with an upset pet owner and answer the next call with a growl in your voice, you’re likely to create a second irate caller.

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