Q2 2019 | Animal Health Solutions | 33
More at: northamerica.covetrus.com/publications
To discover which
medical services a puppy
will need on its first
checkup, ask:
• How old is your puppy?
• What breed is your puppy?
(This lets you tailor vaccine
protocols for dogs that will go
to groomers or hunting.)
• Where did you adopt ? (shelter, breeder,
stray, etc.)
• Which vaccines has your
puppy had, and when were
they given? (This question
helps you identify timing of
when the next vaccines will be
due so you know when to book
the appointment.)
• Have you seen any fleas,
or has been
scratching?
• Which flea/tick and heartworm
preventatives are you using?
• Has your puppy had an
intestinal parasite test to check
for worms? If yes, what was
the result?
• Has been
spayed/neutered?
• Do you have other pets at
home?
• Do you plan to board , take him/her to dog
parks, or go to areas where
he/she may interact with
other dogs?
Once you have answers, describe
the specific medical services that the
puppy will need, letting you quote the
right information and the right price.
Never lead with the price.
Starting with the price centers
the conversation on money. Price
shoppers will jump to judgment and
decide within seconds whether they
want to book appointments.
Explain services first, saving the
price for last. This shows value for
professional fees and tells pet owners
which services and products their
pets will need so they may make
informed decisions. Sharing details of
the first visit also lets callers compare
apples to apples. They may have
called another hospital and need to
understand the difference between
your price and another practice's fees.
Tell the caller, "For Daisy's first
checkup, she will have a nose-to-
tail exam to check her growth and
development. Daisy will need to
be vaccinated for distemper/parvo
and bordetella, which protects her
from a respiratory disease called
kennel cough. (Explain other vaccines
such as canine influenza, Lyme,
and leptospirosis that are in your
protocols). Daisy will receive an
intestinal parasite test to check for
worms, including parasites that may
be passed from pets to people. We
About the author Wendy S. Myers, CVJ, has been training veterinary teams for more
than 20 years as owner of Communication Solutions for Veterinarians in Castle Pines, Colorado.
She helps healthcare teams improve telephone and communication skills that result in getting
more pets the medical care they need. Wendy shares her expertise through conferences, online
courses, and monthly CE credit webinars. Wendy is a certified veterinary journalist and author of
five books. You may reach her at wmyers@csvets.com or www.csvets.com.
1. Data on file. Communication Solutions for Veterinarians Inc.
2. Adamson B, Dixon M, and Toman N, The End of Solution Sales, Harvard Business Review, July/August 2012.
Available at: https://hbr.org/2012/07/the-end-of-solution-sales. Accessed April 17, 2019.
3. Vermeiren J. The "Know, Like and Trust" Factor. ThinkAdvisor.com. Published March 9, 2012. Available at: www.
thinkadvisor.com/2012/03/09/the-know-like-and-trust-factor/?slreturn=20190219195230 Accessed March 19, 2019.
will give Daisy medication to deworm
her. We will start Daisy on monthly
flea/tick and heartworm preventatives
for ongoing protection. Daisy will get
a puppy baby gift on her first visit,
which includes free doses of flea/tick
and heartworm prevention, a leash,
a sample of puppy food, handouts on
training and raising a healthy puppy,
a vaccine record-keeper, a pet food
measuring cup, treats for training,
and 30 days of free pet insurance.
This puppy gift is valued at $100. The
total for Daisy's first visit is $__."
Lead the caller to book now with
the yes-or-yes technique. Use the
puppy's name to continue to engage
the caller with a friendly rather than
salesy approach. Say, "When can we
meet Daisy? The doctor could give
your new puppy a checkup at 9 a.m.
Tuesday or 1 p.m. Wednesday. Which
do you prefer?"
Your goal is to turn this caller into a
new client, but most receptionists are
asking the wrong way. There's a big
problem with the question, "Do you
want to make an appointment?" This
yes-or-no choice could actually lead
callers to say "no". Use the yes-or-
yes technique to keep the caller's
decision moving forward and get her
to schedule.
Get scripts and tips to welcome more new clients in my online class on
"Book Now: Get New Clients to Schedule" at https://shop.csvets.com/
receptionist-skills/book-now-get-new-clients-to-schedule/. This course includes
enrollment for your entire team, unlimited playback of the recorded webinar,
handout, online test, CE certificate, and one hour of CE credit. Stop limiting your
practice's growth. Let me help you get more puppy kisses!
