47 Q3 2020 | Animal Health Solutions
Get overdue patients
up to date first
Call, text, and email clients with pets that were overdue for
rabies between March (when lockdown orders began) and
now. Book those appointments first.
Say, "Hello, . This is with . COVID safety guidelines for our area will let
us see pets for checkups starting on .
was due on when we weren't allowed to provide
non-essential services. We can now see preventive
appointments and urgently need to get up to
date. We don't want to risk exposure to rabies, diseases,
or parasites. We are calling clients with overdue pets
and offering priority scheduling. Let's book your pet's
appointment now. You will get a text/email appointment
confirmation along with instructions on our safety protocols.
We can see on at or on
at . Which do you prefer?"
The term "priority scheduling" is a call to action. Guide
clients to book now using the yes-or-yes technique of two
appointments choices.
When clients schedule, explain your COVID safety protocols
(curbside or in-clinic). If you're seeing in-clinic appointments,
tell clients: "Please call us from your car when you arrive for
your pet's appointment. We will have you wait in your car
rather than in our lobby. We will call you when the doctor
and nurse are ready to see you and tell you the exam room
number to enter. You will go directly into the exam room,
bypassing the reception desk. Our team will be wearing
face masks, and we need you to do the same. The doctor
and nurse will provide services in the exam room with you
present. We will refill prescriptions and food or help you set
up an account for our online store. You also will pay in the
exam room and get a receipt and any instructions by email.
We appreciate the opportunity to care for your pet and
have a safe environment for everyone."
Adapt these scripts into emails when sending appointment
confirmations. For text confirmations, send this message:
"We're excited to see on , with
Dr. . Please bring a stool sample. Click here
