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2
Confidently discuss the
cost of treatment.
For 1 in 4 pet owners, an unexpected expense of $250 or
less is a financial issue, according to the Synchrony Lifetime
of Care Study.
2
Address costs directly with pet owners.
Honest conversations will build trust, making clients feel
comfortable to discuss treatment choices and to understand
the cost of care.
Don't wait until the end of visits to mention financing. If clients
assume they can't afford treatment, they will stop listening.
Mention financing early and use words that express empathy.
SAY THIS: "I understand you may be concerned about the
cost of your pet's procedure." "Understand" and "concerned"
are empathetic words.
Economics and emotions intertwine when clients learn their
pets need treatment. Use language that works such as, "We
can help you with payment options for veterinary care."
3
Explain financing options are available with CareCredit
®
.
With your Covetrus
®
Pulse
®
practice-management
software, you can process CareCredit payments directly
in the system. Pulse
®
also makes it easy for you to look up
existing cardholder accounts or for your clients to apply for a
CareCredit credit card with pre-populated digital applications.*
SAY THIS: "We accept the CareCredit credit card, an easy
payment option for approved clients. You can apply for a
CareCredit credit card with our digital application. It's a great
way to pay over time, and gets the benefits of
treatment now."
3
Ask for a commitment
to treat.
Advise clients to commit and move forward with dental
treatments. Giving firm advice more than doubled dental
services at Coastal Animal Hospital in Encinitas, Calif.
4
SAY THIS: "I am concerned about what I found during 's oral exam. Do you see this area in 's
mouth (root exposure, gingival recession, mobility, tooth
fracture, etc.)? Leaving this untreated will result in (further
bone loss, tooth loss, tooth root abscess, pain, infection, etc.),
so let's schedule treatment now."
Staff should use the yes-or-yes technique to lead clients to
book on the day of diagnosis.
SAY THIS: "Dr. diagnosed with
Stage 3 dental disease. We can perform the procedure next
Monday or Wednesday. Which do you prefer?"
Use the veterinarian's name to add credibility and to reinforce
the need to treat. Scheduling the procedure with the same
veterinarian builds client confidence.
When your team uses confident
words, presents financing upfront,
and asks for commitments to treat,
you will increase dental services
and patient outcomes.
Trademarks are the property of their respective owners. This article is not sponsored by CareCredit
®
.
* Except for providers in California who are prohibited under state law from submitting applications on behalf of patients for certain healthcare loans or lines of credit, including the
CareCredit credit.
1. See. Compare. Do. With AAHA Benchmarking+. Available at: https://www.aaha.org/practice-resources/aaha-benchmarking/. Accessed March 4, 2024.
2. Lifetime of Care Study. Synchrony. Available at: http://petlifetimeofcare.com/#page=1. Accessed March 4, 2024.
3. Language That Works: Changing the Way We Talk About Veterinary Care, American Veterinary Medical Association. September 2021.
Available at: https://www.avma.org/blog/new-ebook-reveals-best-language-use-clients. Accessed March 4, 2024.
4. Jeffreys J. Getting Clients to Take Recommendations Seriously. DVM360.com. Available at: https://www.dvm360.com/view/getting-clients-take-recommendations-seriously.
Accessed March 4, 2024.
About the author Best known as the "Queen of Scripts," Wendy S. Myers, CVJ, has taught communication and client service
skills for more than two decades. As founder of Communication Solutions for Veterinarians, she teaches practical skills through
online courses, onsite coaching, and conferences. Wendy was a partner in an AAHA-accredited specialty and emergency practice.
Visit Csvetscourses.com to learn more. Wendy is a paid consultant of Covetrus.
3 Ways to Discuss Dental Treatment Plans with Clients
