Phone Skills Friday
Phone skills to increase revenue, continuity, and
camaraderie in your veterinary office.
THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE
THE NON-SALESY WAY TO ASK CALLERS TO SCHEDULE I get it. Your receptionists HATE feeling like salespeople. Yet they are directly responsible for answering price shoppers' questions and recruiting new clients. A technique that will engage callers and have receptionists...
Lead clients to book overdue pets
LEAD CLIENTS TO BOOK OVERDUE PETS Did you know a dog owner will spend $700 annually on preventive care while a cat owner will invest $600? Having your client care team call clients about overdue pets DAILY will have a significant impact on patient care and hospital...
Call Client’s Who Don’t Refill
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...
How To Explain You Charge For Day Admissions
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...
POTENTIAL EMERGENCY? DON’T WAIT AND SEE
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...
Schedule Callback Times For Your Medical Team
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...
SHOW COMPASSION WHEN SCHEDULING EUTHANASIA APPOINTMENTS
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...
Do you offer promotions during dental month?
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...
MAKE DENTAL CALLBACKS WHEN CLIENTS DON’T SCHEDULE
Just as you make follow-up calls about sick patients, contact clients with pets that were diagnosed with dental disease but treatment was not scheduled. Your dental callback should be one week from the day of diagnosis because the client will still remember details of...
Don’t quote dental prices over the phone
When callers shop dental prices, you can't quote an accurate fee without a doctor's exam to determine the stage of dental disease, possible extractions, and the patient's overall health. If you quote a basic price, chances are you're giving wrong information. Instead...
DON’T TELL CALLERS YOU’LL “PUT THEM IN THE SYSTEM”
When I called a veterinary hospital as a prospective new client, the client care coordinator said, "Let me get you in the system." Callers may perceive they are "just a number" and won't feel welcome as new clients. Veterinary medicine is a relationship business, with...
GET OVERDUE PETS UP-TO-DATE
Be a patient advocate and call clients within 30 days when their pets get overdue for preventive checkups. Here's a script to lead clients to book now: “This is <your name> calling for the doctors at <Your Veterinary Hospital>. <Pet name> is now...
