5 February 2022 | Product and Promotions Guide
MAKEOVER 2: Greet clients and
patients by name upon arrival.
CSRs should monitor the schedule
throughout the day, so they know names
of the next arriving clients and patients. Amy Smith had
an 8 a.m. appointment for Ranger. As she approaches the
check-in desk, stand to greet her. Your body language will
communicate you're eager and ready to help.
Say, "Welcome to , Mrs. Smith.
We're happy to meet you and Ranger. Thank you for
completing the new patient form online and emailing
Ranger's medical records. I will let the technician and
veterinarian know that you've arrived. What questions can I
answer before we get started?"
MAKEOVER 3: Review the medical
record before entering the exam room.
The doctor and technician will be prepared
with follow-up questions and know priorities
for the visit. When starting the appointment, the technician
or assistant would say, "Good morning, Mrs. Smith. I'm
who will assist Dr. . I will get
Ranger's vital signs and ask you a few questions. Then the
doctor will join us for the exam. As a 12-week-old kitten,
Ranger will receive an exam, vaccines, feline leukemia/FIV
test, intestinal parasite screen, and deworming medication.
We also will start him on preventatives for heartworms, flea/
ticks, and intestinal parasites. Does Ranger have any health
or behavior concerns you want to discuss with the doctor?"
The technician introduced himself and explained his role.
He described medical services for a 12-week-old kitten
based on the hospital's standards of care. The technician
also asked about health or behavior concerns, which
identifies chief complaints upfront and results in efficient
use of exam time.
MAKEOVER 4: Have the manager
personally welcome new clients.
Each morning, the hospital manager
should check the schedule to identify new client
appointments. At the beginning or end of exams, the
manager will step into the exam room, introduce herself,
and provide a business card. Say, "I want to welcome
you to our veterinary hospital. My name is , and I'm the hospital manager. We strive to provide
exceptional patient care and client service, so please
contact me if you have any questions. Here's my business
card. We appreciate the opportunity to care for your pet."
MAKEOVER 5: Provide a welcome gift.
New clients at West Loop Veterinary Care in
Chicago receive gift bags on their first visits.
Imprint canvas bags with your logo, phone
number, and website. Stuff bags with educational literature,
product samples, and items such as:
• Slip leash with your hospital name and phone number
• Hospital magnet
• Pet food measuring cup and/or can lid cover
• Emergency clinic info
• Vaccine record keeper
• Dental report card
• Pen with your logo, phone number, and website
• Toy or treats
• Puppy/kitten educational handouts
• Finger toothbrush and toothpaste sample
• Free doses of heartworm and flea/tick preventatives
available from pharmaceutical companies
• Diet sample available from pet food companies
• Gift certificate to try boarding or grooming services
Tailor literature based on the pet's life stage. New clients
with senior pets will receive brochures on early detection
screening, arthritis, and senior diets. A new puppy owner
would receive house-training and socialization handouts.
To determine how many bags to order, run a report in your
practice-management software to identify the number of
new clients you saw last year. Ask pharmaceutical and
pet food sales reps to sponsor your gift bags with funds to
print bags and samples to insert. Put your hospital's logo,
website, and
phone number
on the front of
canvas bags.
On the back,
print vendors'
product logos.
