CSVets 2
September 2015

Create a better checkout experience in Sept. 17 webinar
A client pays for her dog's cruciate surgery at the front desk. The receptionist says, "Your total is $1,075.34 today." The client responds, "It's how much!!!???" Worse yet, a new client waiting in the lobby overhears the conversation and worries what her bill will be today.
 
Multiple factors influence clients' perception of value, and every member of your practice team can contribute to positive impressions. Clients' experiences are shaped by treatment plans, surgical recovery phone calls and where and how invoices are presented.
 
Join us on Thursday, Sept. 17 at 12 or 3 p.m. Eastern time for our live webinar on "Create a Better Checkout Experience."  What you'll learn:
  • Average client invoice amounts
  • Trends in mobile payments and exam room checkout
  • Keeping financial conversations private
  • Promoting payment choices to price shoppers
  • Offering multiple payment options, including third-party financing
  • Presenting invoices for preventive care, sick patients and surgery
Who should attend: Receptionists, practice managers, technicians and doctors
 
For $99 per hospital, you get the live and archived webinar, a handout, 1 hour of CE credit, a CE certificate and unlimited playback of the recorded webinar following the event. If your team isn't available on Sept. 17, you may purchase the on-demand session for the same price of $99, allowing you to then set your staff meeting around your schedule.
 
To enroll online, click here or call us at 720-344-2347 between 8 a.m. and 5 p.m. Mountain time. This webinar is for individual hospital use only. We offer a 10% discount on additional webinars for multi-location hospitals and sales representatives. Call 720-344-2347 for multiple orders.
Video tip: Presenting a surgical invoice
Your veterinary team needs to communicate value and ensure that pet owners understand all of the medical services and fees before patients are admitted for surgical or dental procedures. Get tips and scripts in this how-to video.



Click here  to watch the video on our YouTube channel.
Script of the Month:  Get results with overdue reminder calls   
Call clients when patients are three weeks overdue for preventive care. Because 91% of Americans have cell phones, call clients on their cell phones first. You're more likely to reach pet owners immediately and must have two-way conversations to schedule exams.
 
If you get voicemail, leave this message: "This is <your name> calling for the doctors at <Your Veterinary Hospital>. We are worried that <pet name> is past due for his preventive care exam, vaccines, diagnostic testing and preventatives and might be unprotected. Will you please call us this week at 555-555-5555 to schedule his appointment?"
 
If you talk to the client: "This is <your name> calling for the doctors at <Your Veterinary Hospital>. <Pet name> is now overdue for his preventive care exam, vaccines, diagnostic testing and preventatives. We're worried about his health. When is a convenient time for you to come in for an appointment this week? The doctor can see you at 6 p.m. Thursday or 9 a.m. Saturday. Which choice fits your schedule?"
 
Known as the two-yes-options technique, this phrasing leads the pet owner to schedule an exam. This phrase is stronger than "Do you want to make an appointment?" which is a yes-or-no answer.
 
The phrase "calling for the doctors" communicates that your veterinarians are aware of the pet's overdue status and are genuinely concerned. The warning of "may be unprotected" is a call to action. Overdue vaccines, diagnostic tests and missed doses of preventatives could put the pet's health at risk. Overdue reminder calls let you be patient advocates while also ensuring practice health.
Create a better checkout experience for clients
Wendy Myers
 Wendy S. Myers & Opus
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Upcoming  Seminars

September 15, 2015 
Grow you client service skills, grow your practice
Melville, NY
Website: www.csvets.com/events
Phone: 720-344-2347

September 17, 2015
CSVETS webinar: Create a better checkout experience , 12 and 3 p.m. ET
Website: Click here 
Phone: 720-344-2347

September 19, 2015 
American Animal Hospital Association Veterinary Management School
Lakewood, CO
Website: Click here
Phone: 800-883-6301

September 22, 2015 
Grow you client service skills, grow your practice
King of Prussia, PA
Website: www.csvets.com/events 
Phone: 720-344-2347

September 24, 2015
New England Veterinary Conference
Portland, ME
Website: www.nevma.org
Phone: 800-297-1749
 
September 29, 2015
Grow your client service skills, grow your practice & How to use social media to promote preventive care
Memphis, TN
Website:  www.csvets.com/events 
Phone: 720-344-2347
 
Wendy S. Myers
Communication Solutions for Veterinarians
720-344-2347
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