Phone and Communication Guidelines

Advocating for pets in our Care and Best Medicine / Getting to Yes

Please PRACTICE THIS – keep this by your desk or in your pocket and use it as a guideline until it becomes 2nd nature – each of us has the opportunity to improve the health of the pets that we work with, but it starts with you!

Phone Tips – Clients Calling In

  • Smile! As you talk – it comes through the phone line
  • Use name of pet and name of client
  • Show concern / interest!
    • New pet – congratulate them
    • New rescue – thank them
    • A problem – show concern and let them know we are here to help
  • Scheduling appts – give 2 options
    • Dr preference
    • How soon would like to come in
    • Morning or afternoon, then 2 times. 
  • Help clients know what to expect
    • Car side service
    • Forms they can complete ahead of time?
  • Reminders:
    • Annuals
      • Bring fecal sample
      • Check how many preventatives you have at home before coming
    • Problem visits – whatever may pertain
      • Diarrhea – bring fecal sample
      • Urine problem – don’t let them urinate for a couple hrs before coming in
  • Find a way to say yes and show that we are trying to help!
    • Requesting meds, but it has been over a year – “we want to help (pet name) get his medication but also have to abide by the veterinary practice act which states that we have to examine a pet within a year to fill prescriptions.  Let’s schedule an appt and if you need a short supply of medication to get through until that appt, I’ll speak with a Dr and see what I can do”
    • Client calling for anal sac expression during stay-at-home order:
      • 1st –show concern – is your pet uncomfortable? 
        •  If yes, schedule! (and prep them that a Dr visit may be needed pending the anal sac findings)
        • If no, the stay-at-home order has given the guidance that grooming only appts should not continue at this time.  Can I schedule in May for you or do you feel that it is a medical need and should be scheduled now?
  • Med refills:
    • Would you like us to mail that for you?   It is free with purchases over $39 or 3.99 (exceptions are controlled substances and liquids – can’t be mailed)
  • Always ask if there is anything else you can do for them at the end of the call!

Phone tips – car side appointments:

  • Smile! As you talk – it comes through the phone line
  • Use name of pet and name of client
  • Show concern / interest!
    • New pet – congratulate them
    • New client – welcome them
    • New rescue – thank them
    • A problem – show concern and let them know we are here to help
  • Help clients know what to expect
    • Going to get a history and make a basic plan for testing, preventions, and vaccinations (TVP can be a good way to remember this) as well as get information on any concerns you have. 
    • Then I’ll come get your pet for the Dr to examine and he/she will call you with physical examination findings and any other recommendations
    • Any questions before I get started?

History:

    • Starting with vaccinations, (pet name) NEEDS or is DUE FOR
      • Core 4 for dogs (DHPP, Lepto, Rabies, Bord) or the Top 2 for cats (FVRCP and Rabies)
      • Part of their core vaccines – (which ones)    **NEVER SAY JUST, it minimizes what we are doing for their pet**
      • List any other lifestyle vaccines that are due
    • Moving to testing, it is TIME FOR wellness testing.   The doctors like all of the information that complete testing provides, but we have a mini testing panel available, too, if the cost savings is a help
      • If decline,  drop back to heartworm/fecal and mention that we can schedule a technician visit for the larger panels another day
    • Lets also be sure and talk about preventions since it is such an important part of pet health (should already know what they purchased by looking at Rx screen)
      • When was the last dose you gave or applied?
      • How many doses do you have at home?
      • Please NEVER ASK “DO YOU NEED MORE”
    • Pet health concerns
      • Are there any areas of concern that you would like the Dr to check carefully?
      • Are you noticing any changes with eating, drinking, or mobility at home that I should mention to the Dr?
    • Is there anything I missed that you wanted to discuss?
    • Which phone number can we reach you at during this visit
    • Which vehicle are you in?
    • Thank them for their time and let them know that you’ll be out shortly

Gen tips:

  • Avoid the word RECOMMEND.   Use NEED or is DUE FOR INSTEAD.   Things that are recommended don’t get done, things that are NEEDED, do.
  • Utilize tech visits and follow-up calls for items that just need to be done later for financial reasons
  • If you must place someone on hold, do three things!
    • ASK if you can place them on hold
    • TELL them what you will be doing while they are on hold and HOW LONG you anticipate
      • Avoid: just a sec, just a second
      • Use: a moment
    • THANK THEM before hitting the hold button