December 2014

What did your receptionist say? Get help in Dec. 18 webinar

During a mystery shopper call to a veterinary clinic, a receptionist said to me, "We're really busy right now. Can I call you later?" Really???!!! A phone shopper would hang up and immediately dial another hospital with an employee who can invest 5 to 7 minutes to answer questions, quote prices and book an appointment or surgery. If you're crazy busy, ask the caller, "Are you able to hold for a moment? We will be happy to provide information and answer your questions." Cross-train technicians and managers on how to convert phone shoppers into new clients and provide sample scripts and scenarios in case they need to back up the reception team when a tsunami of calls floods the front desk. New client spend an average of $200 on their first visits, so you don't want to lose any opportunity!

While mystery phone shopping another clinic, the receptionist said, "That would be something you would need to talk with a doctor about. I'm just a receptionist." This was the employee's answer to caller's question about preventing intestinal parasites because the puppy had worms when adopted. The caller heard, "I don't know anything and can't help you." Have pharmaceutical representatives provide parasite training to employees twice a year so they can confidently explain products and how to protect patients. Say, "During your puppy's first exam, you'll receive a free dose of heartworm preventative that also protects him from intestinal parasites. Your puppy will continue to take monthly preventatives for ongoing protection."

In our Dec. 18 webinar on "Missed Opportunities Over the Phone," get communication makeovers to common mistakes that receptionists make. From failing to convert phone shoppers into new clients to giving free medical advice over the phone, learn how to speak professionally and confidently in more than a dozen scenarios.

You'll learn solutions to:

Avoiding rushed phone greetings-you'll just transfer your stress to callers
Brushing off phone shoppers as nuisances-instead welcome new clients
Failing to ask price shoppers to make appointments
Only having technicians quote surgery prices-train receptionists to confidently quote commonly shopped services
Using confusing medical jargon instead of easy-to-understand terms
Giving free medical advice over the phone instead of encouraging exams
Throwing callers into hold hell rather than asking permission and waiting for answers
Failing to create rapport with callers

Join us Thursday, Dec. 18 at 12 or 3 p.m. Eastern time for our webinar on "Missed Opportunities Over the Phone." For $99 per hospital, you get the live or 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 Dec. 18, you may purchase access to 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.

AAHA now offers 101 Communication Skills for Veterinary Teams

The American Animal Hospital Association (AAHA) has added Wendy Myers' book on 101 Communication Skills for Veterinary Teams to its online store. AAHA members enjoy a special price of $53.95 while non-members can get the book for $59.95 plus shipping.

Here's a description of the book packed with 101 scripts:

Phone conversations are the first step in the client experience, from welcoming greetings to on-hold etiquette. With 101 Communication Skills for Veterinary Teams, your team will discover ways to convert more phone shoppers into new clients to grow your practice.

Your team will learn how to educate pet owners about preventive care and to explain finances with confidence as well as get tips on handling difficult clients with grace and professionalism.

When your team becomes expert communicators, clients will eagerly accept your practice's recommendations and patients will get the care they need. Packed with scripts, this book will teach your team the right words and phrases to have impactful conversations with clients. Managers can also use the scripts for staff training.

Who can benefit from this book?

Client service representatives
Veterinary technicians and assistants
Boarding and grooming staff
Practice managers
Veterinarians

Click here to order 101 Communication Skills for Veterinary Teams through AAHA.

Last chance to save $50 on phone-skills training

Did you know that 53% of receptionists fail to ask phone shoppers to make appointments? The result could cost your hospital more than $6,000 per month in lost opportunity. Give your team the how-to training they need to be successful over the phone with phone shoppers and existing clients. Now you can save $50 on these phone-training programs until Dec. 31, 2014:

Phone Skills Coach: Trains your entire team for 12 months

Get 12 months of call monitoring, 20 recorded calls to your team and 4 CE credit webinars on core and advanced phone skills, phone shopper conversion and callback programs.

Clinic Phone Shopper Snapshot: Evaluates 5 team members

Get 5 recorded calls, snapshot reports, checklists for skill development, 1 CE credit webinar on phone shoppers and a clinic scorecard with an overview of your team's performance.

Mystery Phone Shopper Training Program: In-depth coaching for individual employees

Get 1 recorded call, transcription of the call, evaluation and specific recommendations and an action plan for phone-skill development.

As the leader in phone-skills training, Communication Solutions for Veterinarians has trained more than 4,500 staff in the United States and Canada. We teach communication skills that improve client service and patient care to your entire team or individual employees. Click here to get information on our phone-skills programs and a free 30-minute webinar. To save $50 on these programs, enter promo code PHONE at checkout.

Video tip: When clients can't afford care

During the holidays, clients may struggle to pay for emergency care. If veterinary clients can't afford treatment for their pets, explain financing as well as the option of co-applicants. The average dollar amount that pet owners stop treatment because they can't afford care is $1,450. When financing isn't a choice, learn alternatives to offer clients so patients get the care they need. Watch this video on "When Clients Can't Afford Care," which is co-sponsored by Animal Care Technologies. Watch this short video on our YouTube channel.

Script of the Month: When a pet is not ready when promised

A client arrives at 5 p.m. for her scheduled discharge appointment to pick up her dog from surgery. Because of an earlier emergency, the doctor was delayed and is currently finishing home-care instructions while the technician fills medications. The client has been waiting for 15 minutes and asks when she can see her pet. How should the client care coordinator respond?

Say, "Thank you for your patience while the doctor and technician are finishing your pet's home-care instructions and filling medications. We appreciate you being on time for your scheduled discharge appointment. Your pet should be ready in ___ minutes. I will let the doctor and technician know that you're waiting. I will update you in ___ minutes if there is any change to your pet's release time."

Show your appreciation for the client arriving at the scheduled time because you want to reward the behavior you want. But also update her every 10 to 15 minutes on the status so she is kept informed. Clients may be anxious to see pets following surgery and have heightened emotions.

Holiday office closures for Christmas and New Year's

Communication Solutions for Veterinarians will be closed on Wednesday, Dec. 24 and Thursday, Dec. 25 for the Christmas holiday. We also will be closed Wednesday, Dec. 31 and Thursday, Jan. 1 for the New Year's holiday. Business hours are 8 a.m. to 5 p.m. Mountain time, Monday through Friday. Happy holidays to your veterinary team and family!

Missed Opportunities Over the Phone