Animal Health Solutions

38 Covetrus | ph: 855.724.3461 | fx: 888.329.3861 | northamerica.covetrus.com About the author Wendy S. Myers, CVJ, has been teaching communication and client service skills to veterinary teams for 22 years as owner of Communication Solutions for Veterinarians. She offers online courses and monthly live CE credit webinars. She is a certified veterinary journalist and author of five books. Her passion is to help practices like yours thrive and grow through effective communication skills. You may reach her at wmyers@csvets.com or www.csvets.com. SOURCES: 1. AVImark User Manual. Inventory List: pp. 86. Available at: https://softwareservices.covetrus.com/wp-content/uploads/2019/09/AVImark-user-manual.pdf. Accessed Jan. 14, 2022. 2. Bartash J. U.S. Inflation Rate Climbs to 7.5% After Another Sharp Increase in Consumer Prices. MarketWatch. Available at: HYPERLINK "https://urldefense.com/v3/__https:// www.marketwatch.com/story/coming-up-consumer-price-index-11644498273__;!!DVEy-Mq1aA!PNk-vr5xk1vDFwWyYTyGjkNGyhVwO4ugDsftfWcrZFLIcO804YCY0Y6tb- zzFHtvoEI$" https://www.marketwatch.com/story/coming-up-consumer-price-index-11644498273. Accessed Feb. 15, 2022.) 3. McReynolds T. Veterinarians Outselling Online Retailers When It Comes to Pet Meds—But Not For Long. AAHA NEWStat. August 2019. Available at: https://www.aaha.org/ publications/newstat/articles/2019-08/veterinarians-outselling-online-retailers-when-it-comes-to-pet-medsbut-not-for-long/. Accessed March 29, 2021. 4. The Veterinary Fee Reference, 11th ed., AAHA Press: 2020;229,230,228. Position your hospital as a premium provider. You get different levels of service and quality from a steakhouse compared to a fast-food drive thru. We all dine out and may choose a restaurant based on convenience, price, experience, and food quality. Likewise, your community has low-cost veterinary care providers, shelters, private and corporate practices, and emergency and specialty hospitals. Each serves a need and clientele. A premium practice would include preanesthetic testing and pain medication in procedures while a low- cost provider might offer these services as options. A premium practice blocks urgent care slots in its daily schedule to see sick patients while another provider might tell clients its schedule is full and advise seeking care at an emergency hospital. Know how to answer, "Why is your hospital more expensive?" You're probably not the cheapest hospital in your community. Teach your client service representatives (CSRs) to have smart answers when phone shoppers or clients question your fees. SAY THIS: "Our hospital offers affordable fees. Our surgical fee may be higher than another hospital that you contacted because we have the latest monitoring equipment, include preanesthetic testing and pain- relief drugs with the surgery, and have an experienced staff with ongoing continuing education. I'm confident that you and Charlie will see value in the quality of care that our team provides. Let's schedule a presurgical exam so you can meet our doctor. The veterinarian also will share our surgical protocols and answer your questions. When can we meet you and Charlie? I have an appointment available at 9 a.m. Monday or 2 p.m. Tuesday. Which do you prefer?" The CSR explained that the quality of medical services will benefit the pet. She used positive phrases such as "Our hospital offers affordable fees" and "I'm confident you and Charlie will see value." She took an inviting approach of "When can we meet you and Charlie?" instead of "Do you want to book an appointment?" The CSR offered the next two available exams, which is a yes-or-yes technique to lead the caller to schedule now. Don't procrastinate to review and raise prices regularly. Available from the American Animal Hospital Association, The Veterinary Fee Reference is a resource to benchmark your fees against national averages. Clients will be more comfortable with small, steady increments instead of large fee hikes. Most pet owners will anticipate increased costs in the future. They know costs are rising everywhere, from gas to groceries. Follow advice in this article to keep your practice financially healthy. Raising prices? What to tell clients

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