Return
to TOP



PRACTICE TIPS & SCRIPTS


Click here to watch our Practice Tips VIDEOS!

Click here for an Index Listing of Our Practice Tips

Practice Tip for MAY 2008

Create A Script Book For Perfect Phone Conversations

Calls from clients and phone shoppers seeking information about your services and prices can prove challenging in a busy front-desk environment. While receptionists can quickly access estimate templates on the computer, do they get flustered and forget to ask questions to tailor conversations?

To keep conversations consistent, place a script reference book near each phone. Create three-ring notebooks with information on frequently shopped services. Inside plastic protective sheets, place estimates on right-hand pages.
On left-hand pages, write talking points and key questions to ask.

Common questions to ask to bond with the caller and gather information so you can tailor your recommendations include:

  • Thank you for calling our hospital. I'm happy to answer your questions.
    • May I ask your name and your pet's name? Let me ask you a few
    questions about your pet so I can give you accurate information.
  • What is your pet's name?
  • Where did you adopt your pet from?
  • How old is your pet?
  • What vaccines has your pet had?
  • Has your pet had an intestinal parasite test? What was the result?
  • Is your pet on a flea, tick and heartworm preventatives?
  • Has your kitten been feline leukemia tested? If yes, what was the result?

    • Communication Solutions for Veterinarians offers a Mystery Phone Shopper Training Program that includes a recorded conversation of an actual call to your practice, transcript of the conversation and coaching recommendations to improve the receptionist's skills with sample scripts. It's a great way to train both new and seasoned employees. Click here for a sample report and information on our Mystery Phone Shopper Training Program.

    Most phone shopper calls average 2 to 5 minutes. Of the hundreds of practices we've shopped, the average score is 2 of 5 possible points. Even seasoned receptionists have conversations that could be significantly improved. Ongoing training in phone skills and tools such as a script reference book next to the phone will help your team win new clients with every ring.


    Practice Script for MAY 2008

    When a client is concerned about the cost of emergency care

    If a client is worried about the cost of emergency care, explain your emergency exam fee. This is the starting point for fees. Without seeing the patient, you may not be able to provide an accurate estimate of the professional fees over the phone.

    How to say it: "Let me explain what you can expect for an emergency exam. The doctor will do a full medical exam, ask you questions about your pet's symptoms and then let you know what specific tests or x-rays your pet will need. Then you can make a decision on how you want to proceed. Our emergency exam fee is $_____. Once the doctor has examined your pet, we can provide you with a written treatment plan that describes the needed services and fees."

    Index of Practice Tips

    Client Education (Click here for PDF of all topics listed below)
    • Add Exam Report Cards to Improve Compliance and Follow-Up Care
    • Conduct Effective Risk Assessment During Wellness Exams
    • Create a Checklist of Discussion Topics for Puppy and Kitten Exams
    • Create a Checklist of Questions to Open Wellness Exams
    • How Every Team Member Can Reinforce Heartworm Prevention
    • Is Fido Too Fat
    • Improving Monitoring of Long-Term Medications
    • Organize Kitten Visits for Effective Education
    • Put Food Measuring Cups in Every Exam Room
    • Take the Ouch Out of Osteoarthritis for Feline Friends
    • The Best Way to Discharge Hospitalized Patients
    • Weigh and Wand Every Patient at Check-in
    • Are you overwhelming clients with too many choices?
    Client Service (Click here for PDF of all topics listed below)
    • Are Clients' Cell Phone Calls Driving You Crazy
    • Are Your Doctors Always Running Late for Appointments
    • Creating a Comforting Setting for Euthanasias
    • Collect Deposits for Holiday Boarding
    • Don't Ask Clients If They Need Help, Just Do It!
    • Help Clients Remember Monthly Preventatives
    • How Long Do Your Clients Wait
    • Present Estimates to Show Value and Increase Acceptance
    • Prevent Sticker Shock When Presenting Estimates
    • Surgery Confirmation Calls and Callbacks Show Clients You Care
    • Try These Helpful Phrases When Dealing With Angry Clients
    • Win Over Phone Shoppers Every Time
    • Watch what you say. When talking with clients, we don't realize the message we send
    • Making reminder calls for pets overdue for services
    • Create A Script Book For Perfect Phone Conversations
    Hospital Management (Click here for PDF of all topics listed below)
    • Amplify Your Average Charge Per Transaction
    • Build E-Slots Into Your Appointment Schedule to Reclaim Control of Your Day
    • Create Separate Prophy Prices Based on the Grade of Dental Disease
    • Do You Need a Practice Manager
    • Everyday Tasks Put Your Team at Safety Risk
    • How to Strengthen Your Reminders
    • Taming the Internet Pharmacy Monster
    • Why Can't My Staff Get Along
    • Welcoming a New Doctor Into Your Practice

    Index of Practice Scripts

    Practice Scripts (Click here for PDF of all topics listed below)>
    • When You Have To Tell A Client "No"
    • Get Clients to Schedule Medical Progress Exams
    • When A Client Is Concerned About The Cost Of Emergency Care
    Our management tip of the month is designed to keep you informed with practice tips to improve your hospital with well-established ideas