BOOKS
Introductory price of $199
for set of three 24-page flash cards
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:
Puppy wellness exam
Kitten wellness exam
Adult dog wellness exam
Adult cat wellness exam
Senior pet wellness exam
Spay
Neuter
Declaw
Boarding and grooming
Preventatives
Hospital hours and driving directions
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 CD
A 30-minute audio seminar, $10
Your staff can dramatically improve patient care and generate revenue from missed opportunities. Designed for the entire team, this 30-minute audio seminar is great for staff meetings and new employee training. The seminar covers:
Getting pets with overdue reminders to return for preventive care
Calling clients about services or procedures, such as dental cleanings,
that were recommended but not scheduled
Getting pets on weight-management diets to return for monthly weigh-ins
Improving compliance for therapeutic diets
Rechecking blood work for drug monitoring
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
Click here to listen to a segment of the audio seminar. ( * streaming audio * )
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To order How to Conduct Effective Reminder Calls & Callbacks CD, click here
The Veterinary Practice Management Resource Book & CD
The ultimate forms book, this resource helps solve practice management headaches with easy-to-use forms. The book includes a CD with all documents in Microsoft Word so you can personalize forms with your hospital name and logo and edit text.
The Veterinary Practice Management Resource Book & CD features resources listed BELOW.
- 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
Does your team have phone shoppers at hello?
Find out with our Mystery Shopper Training Package.
Designed to coach as well as train receptionists, our program measures their performance and diagnoses what they did well and opportunities for improvement.
We will call to mystery phone shop your staff and role-play a typical phone shopper call, giving you real-life feedback.
(Click here to view a (1.06 mb) PDF file of the flyer.)
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 (302 kb PDF).
Your High-Performance Practice:
Building Stronger Relationships Through Superior Pet Care
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.
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