With information at their fingertips, receptionists can instantly answer phone shoppers’ questions about your services and fees. Our Phone Shopper Flash Cards let receptionists deliver five-star service to every caller and win new clients.

Phone Shopper Flash Cards are customized to your hospital’s standards of care and are designed to be kept next to reception phones. Flash cards provide receptionists with a 24-page quick reference of questions to ask callers, services to describe, and a summary of your fees for frequently shopped services including:

Phone Shopper Flash Cards are available at an introductory price of $199 for three 24-page laminated, coil-bound, customized flash card booklets. To view a sample page of our Phone Shopper Flash Cards, click here.

To order your customized Phone Shopper Flash Cards, click here. You will receive an e-mail confirmation and worksheet to complete with your standards of care and fees. We’ll then e-mail you a proof before printing, binding and shipping your custom set of books.

You also will receive an annual reminder to update your fees or any new protocols. Our reprint fee with your updates is just $99 for a set of 3 Phone Shopper Flash Cards.

Questions? Call Beverly Finamore at 720-344-2347 between 8 am and 5 pm mountain time or e-mail bfinamore@csvets.com

How to Conduct Effective Reminder Calls & Callbacks $139.95

Designed for the entire veterinary team, this book and seminar will dramatically improve patient care and generate revenue from missed opportunities. Use the training for individual learning or during a staff meeting.

How to Conduct Effective Reminder Calls & Callbacks includes chapters on:

• Understanding the reminder cycle and need for follow-up calls
• Making reminder calls for pets overdue for services
• Creating recommended service codes and callbacks
• Implementing courtesy reminder calls to schedule pets' procedures
• Getting pets on weight-management diets to return for monthly weigh-ins
• Improving compliance for therapeutic diets
• Rechecking blood work
• Recapturing medical progress exams
• Asking clients about a pet's progress after being discharged from the hospital
• Delivering exceptional service with wellness exam and vaccination callbacks
• Staff meeting discussion worksheet on implementing follow-up calls in your practice
• Phone script reference sheet to keep next to the phone

Click here to read sample of Chapter 1. (PDF 290kb)

You also can listen to a segment of the accompanying audio seminar by clicking here. ( * streaming audio * )

To order How to Conduct Effective Reminder Calls & Callbacks, Click here and complete the order form. (PDF 379kb and electronically fillable)

The Veterinary Practice Management Resource Book & CD

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• Personnel management
  Job descriptions, interview questions, training checklists, performance planning forms, disciplinary action worksheet, CE authorization form, uniform and standards of appearance policies
• Hospital management
  Consent forms, home-care instructions, surgery check-in forms
• Boarding and grooming
  Check-in forms, boarding and grooming report cards
• Reminders
  Instructions on best practices in reminder systems, sample reminder messages for first and second reminders, dentistry and twice-a-year exams
• Client communication
  Mystery shopper report, client surveys, referral thank-you letter, payment plan, rescue group agreement letter, new client welcome letter
• Exam communication
  Wellness questionnaire, travel sheets, exam report cards for puppies, kittens, adults and seniors

Click here for an order form (PDF).

Mystery Phone Shopper Training Package

Our Mystery Phone Shopper Training Package includes:

• Audio CD recording of the call
• Transcript of the call
• Evaluation and specific recommendations
• Action plan for phone skill development

The conversation is recorded so you can listen to the actual call. Our evaluation and recommendations are based on proven phone techniques taught to veterinary receptionists. Our Mystery Phone Shopper Training Package provides confidential coaching with an action plan for skill development. Calls are a safe way to make sure your team excels every time the phone rings!

Our Mystery Phone Shopper Training Package is just $179 or $159 each for 2 or more staff members.
To enroll your staff, click here for an order form (139 kb PDF).
To view a SAMPLE Mystery Phone Shopper Training Report, click here (1.1 mb PDF).

Click here to download our featured chapter on client service (PDF 736 kb).

Take your practice to the next level with this book on how to deliver exceptional service.   Chapters give real-life advice on enhancing client service with tailored recommendations, getting to know your clients, defining your practice image, leveraging your healthcare team, choosing the right products, developing pricing strategies and inventory management, creating an inviting reception area, designing an efficient traffic flow and locating helpful resources.   This book was sponsored by Merial.   To see if your practice qualifies for a free book, contact your local Merial representative.