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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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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 (1.1 mb 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.
Coming soon…
Understanding Your Pet's Dental Cleaning
This photo book illustrates each step of a professional dental cleaning. Use this teaching tool when recommending dentistry and presenting the estimate. This visual aid promises to get more clients to say "YES!" to professional dental care. The book is authored by Wendy S. Myers of Communication Solutions for Veterinarians Inc. and board-certified veterinary dentist Dr. Ed Eisner, Diplomate American Veterinary Dental College.
Click here if you want an e-mail notification when this client-education tool is released.
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