Animal Health Solutions

32 | Covetrus ph: 855.724.3461 | fx: 888.329.3861 | covetrus.com Ask callers' and pets' names immediately after "How much is...?" The first step in starting a relationship is to get to know the caller and identify the patient's medical needs. This technique personalizes the call experience. Callers want a friendly, interactive conversation, not a spiel. When a caller asks, "How much are puppy shots?" Reply, "I'm happy to share that information. May I ask your name and your pet's/baby's name? Then I will ask questions about your puppy to determine what it will need." Find out whether the caller is a new or existing client. Once you know the caller's name, quickly search your practice management software. You will need to provide more information to new clients, including driving directions and setting up the electronic record during the scheduling call. Repeat names three times during the conversation. People love to hear their names, and they love to hear their pets' names even more. Once the caller shares names, immediately use them. Personalizing the call begins trust, and people choose to do business with those they know, like, and trust. 3 Say, "Congratulations on your new baby, Kelly. Let me ask you Are you losing money by not retaining prospects? By Wendy S. Myers, CVJ questions about Daisy so I may share which vaccines and veterinary care your puppy will need." Identify needed services through questions. If you just answer the caller's question about vaccine prices, you will miss discussing the nose-to- tail exam, intestinal parasite screen, deworming, flea/tick and heartworm preventatives, and other services. Sharing only vaccine prices will have you underquote the cost of the first checkup and risk sticker shock when the new client pays for more than shots. Likewise, you don't want to slide into spiel mode and overquote prices for vaccines that aren't yet due. You just looked at April's new client numbers. They aren't where you'd like them to be. Did you know 53 percent of receptionists don't ask prospective clients to book appointments? 1 Prospects have made 60 percent of the buying decision to choose your business before they call, according to Harvard Business Review. 2 Your client-care team must move callers' decisions forward and get them to book now. Here's how:

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