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Chapter 3 Veterinary Business Protocols 37

Wow, $120 seems a bit high, exclaims Ms. Smith! I know it
sounds high, but remember this includes a thorough physical exam Learning Discovery
by our veterinarian, a parasite check, and nutrition information
as well as the vaccination. You will learn so much during your and Reflection
visit. Can I schedule you and Lottie an appointment? Well, you • Of the two receptionists, who did a better job
are the first clinic I’ve called so I think I want to call a few marketing the practice to Ms. Smith?
more before I decide. I totally understand, Ms. Smith. I forgot • How was value for the money demonstrated?
to mention that we have a new puppy packet that includes coupons • How did Teresa try to convince Marsha to book
for food and toys, as well as a coupon for puppy kindergarten an appointment?
where your puppy will be socialized to other dogs and people. Can I • What were the differences in courteousness bet-
schedule you and Lottie today? I would like to see what other ween the receptionists?
clinics offer, but thank you for the information, Ms. Smith • Why is there a perception of better care by how
replies. It has been my pleasure talking with you and I hope you the receptionists treated Ms. Smith?
will give us a call back. Have a great day!

Marsha calls the next closest clinic, and this is how the
conversation goes. She is a savvy shopper and now knows Handling Non‐Client Calls
what questions to ask, thanks to Teresa at Valley
Veterinary Hospital. There are times when callers will ask for a specific person.
Because you are a place of business it is perfectly alright
Hello, Dimond Veterinary Clinic, Kathy, what do you need? to ask the caller what it is regarding. Depending on the
Hi, I have just gotten a new puppy and she needs her answer, you will need to determine if it should go through
first vaccinations and I’m wondering how much that to the person right away or if you can take a message.
will cost. The first vaccinations are $100, when would you Messages are usually taken for personal calls and the staff
like to come in? Does that include an examination, Ms. member can call back on their break. Unless the call is an
Smith asks? Of course, the vet will look your puppy over emergency, in which case you would want to alert the staff
before giving the shot. Does it include a parasite check, member right way. Calls for staff members that are asking
Ms. Smith asks? Oh, if you want that it will be $15 for a about test results or patient well‐being are directed to the
fecal check. Do you recommend that, Ms. Smith asks? most appropriate staff member if available. The recep­
Yes, we would have you bring in a stool sample at the time of tionist can check to see their availability and if OK send
your visit. Ms. Smith continues, the first clinic I called the call to the staff member. If utilizing a management
said something about external parasites, is that a con­ software program, patient status is often available, so you
cern? We can do an ear swab for ear mites and look for fleas may be able to answer those questions immediately.
if you are concerned about that. Is there an extra charge It is important to not interrupt staff members in
for that, Ms. Smith asks? Let’s see, yes, an ear swab is $15 appointments, treatments, or surgeries to take a phone
and a flea check is another $10. Oh! Ms. Smith exclaims, call that can wait. Again, if it is an emergency then it is
How long does the visit take? We book a 15‐minute slot OK to interrupt. If the staff member is busy, a message is
for new clients. Ms. Smith asks, do you offer a puppy taken: write down who called, with correct spelling of
packet? Sorry we don’t currently. Can I book you an name, call back number, reason for call, the time, and
appointment? in a rather perturbed manner. No thank date. Initial the message and make sure it gets to the staff
you, I have a few more clinics to call. Thank you for member. If utilizing paper records and the message is
your time. OK, goodbye. about a patient, pull the file and include it with the mes­
sage slip. All conversations with clients must be recorded
When a new client makes an appointment, get their in the patient’s file. Include the date, time of call, and a
address, phone numbers, and an email address to start summary of the conversation. This is a vital part of keep­
the medical record. The address can be also used to send ing accurate client records. We cover what information is
them a welcome to the clinic card or email. This is a included in client records a bit later in this chapter.
simple marketing tool that can build loyalty to the prac­
tice and acts as a paper reminder of the upcoming visit.
The card or email can include a map showing the loca­ Reflection
tion of the clinic and perhaps a coupon for a percentage
off the purchase of an item. Why shouldn’t you interrupt staff members at work
In general, all the appointments scheduled for the to take a personal call? Think about how it would
next day are called as a reminder of the upcoming appear if clients saw and/or heard you talking on
appointment. If appointments are scheduled for your cell phone while working.
Monday, a call is made on the Friday before.