Have receptionists call clients to schedule the heartworm test and other services that are due so you may refill preventatives.

“This is <name> with <Your Veterinary Hospital>. I’m calling because <pet name’s> prescription for heartworm preventatives has expired. We want to protect <pet name> from deadly heartworms. We need to perform a heartworm test so we may refill the prescription. This is a 10-minute nurse appointment. We’ll have the test result within minutes and can refill <pet name’s> medication at the same time. We can see <pet name> at 3 p.m. Monday or 4 p.m. Tuesday. Which do you prefer?” Use the two-yes-options technique to guide client compliance rather than the yes-or-no choice of “Do you want to schedule an appointment for a heartworm test?”

HOW TO EXPLAIN YOU CHARGE FOR DAY ADMISSIONS

A client has a work deadline and her dog needs a checkup. She asks to leave the dog with you for the day to deliver services. When the day admission is for the client’s convenience, charge a one- to 12-hour hospitalization or day boarding fee. To explain the charge, say, “We’d be happy to provide services for your pet’s checkup as a day admission. For 15 minutes, you will meet with a nurse, who will ask you history questions, get your pet’s vital signs and review which services and products are due. We will get your cell phone number in case the doctor has questions when the services are delivered. You may pick up your dog after 5 p.m. Because we will care for your pet throughout the day, there is a day admission charge of $___. Let’s schedule your day admission appointment with a nurse. We can admit your dog at 8 a.m. or 8:30 a.m. Which fits your schedule?”

POTENTIAL EMERGENCY? DON’T WAIT AND SEE

When you get calls from pet owners about potential emergencies or sick pets, urge them to come in now for care. The sooner problems are diagnosed and treated; the more affordable treatment could be. Repeat information to show you’re listening and firmly advise the caller to seek veterinary care. Tell the caller, “You said Max’s incision site is swollen, he’s hiding from family members, and will not eat. You’re worried he might be in pain. A veterinarian will need to examine Max and ask you questions about his symptoms. Once the doctor knows the diagnosis, she will share information on treatment along with our fees. Our exam fee is $__. You should come in now for care. Let me give you directions on how to get here.”

Schedule callback times for your medical team

PHONE SKILLS FRIDAY:
Carve out small periods of time in the appointment schedule for veterinarians to return calls. A callback schedule could allow doctors 10 to 15 minutes to return calls every two to three hours. Setting a callback schedule is more efficient than waiting for doctors to have free moments during the day. Clients also know when to expect returned calls.

To avoid gaps in the schedule, put callback blocks next to medical progress exams, which are 15-minute exams.

PHONE SKILLS FRIDAY: SHOW COMPASSION WHEN SCHEDULING EUTHANASIA APPOINTMENTS

Euthanasia is one of the most difficult decisions a pet owner will make. When clients call your veterinary hospital to schedule a pet’s attended euthanasia, share your compassion and kindness. Use names to make an emotional connection. Say, “<Client name>, I respect your decision to say good-bye to <pet name>. We want to provide a peaceful passing for <pet name>. Do you prefer a specific day and time? I can suggest times when our clinic is quieter. Once we set the appointment, I will share what to expect.”

Is your veterinary clinic planning a promotion for National Pet ADental Health Month this February?

Let every caller know during your greeting.

“Welcome to <Your Veterinary Hospital>, where we’re offering a $___ savings on dental procedures.  This is <your name>.  How may I help your pet today?”