CSVets 2
February 2015
 

Get everyone on your team to promote dentistry with tips in our Feb. 19 webinar 

Imagine you're a dog owner and visit the veterinarian for your dog's annual checkup. You spend $208 for an exam, vaccines and diagnostic tests. During the exam, the doctor diagnoses your dog with Grade 2 dental disease and recommends treatment. A technician gives you an estimate for $427. You're facing a total of $635 in veterinary care--when you assumed your dog just needed a routine checkup.

 

Veterinarians often diagnose dental disease during routine exams because 80% of dogs and 70% of cats age 3 and older have dental disease, according to the American Veterinary Dental Society.Your team's ability to confidently explain the dental diagnosis, treatment and fees will determine whether pets get needed medical care.

 

To take a fresh approach to client communication, look at dentistry from the client's side of the exam table. In this webinar, you'll learn how to:

  • Respond to common client reactions when hearing dental recommendations
  • Answer phone shopper calls about dental prices
  • Schedule dentistry using a point system for efficiency
  • Make dental confirmation calls, emails and texts
  • Send reminders for ongoing professional dental care
  • Set up callbacks for recommended dental procedures
  • Create a positive discharge experience
  • Collect payment for dental procedures

Who should attend: Receptionists, technicians, practice managers and veterinarians

 

Join us Thursday, Feb. 19 at 12 or 3 p.m. Eastern time for our webinar on "The Team's Role in Promoting Dentistry." 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 Feb. 19, 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.


Invest in education for your team with our 2015 webinars

Did you know that you could spend less than $100 per employee and get 12 hours of CE credit with unlimited playback?

Communication Solutions for Veterinarians offers webinars that let you train your entire team for an affordable price. Join us for live one-hour webinars on the third Thursday of each month at 12 and 3 p.m. Eastern time.  

 

If your team isn't available on a webinar date, buy the archived session and then set a training date that fits your schedule. Each webinar is $99 per hospital. Our annual membership includes 12 webinars for $1,089 paid at enrollment, a savings of $99.

 

Here's our exciting lineup for 2015:

Date

Topic

January 15

4 easy steps to turn price shoppers into new clients

February 19

The team's role in promoting dentistry

March 19

Preparing clients for surgery and dentistry

April 16

Creating the perfect veterinary visit

May 21

How to keep doctors on time

June 18

10 phone skills every receptionist should know

July 16

How to talk to clients about money

August 20

15 communication skills for veterinary teams

September 17

Create a better checkout experience

October 15

How to deal with jerks

November 19

How to increase preventive care visits

December 17

10 client service improvements you can do today

 

Small businesses with fewer than 500 employees such as veterinary hospitals spent $1,800 per employee last year on training, according to the American Society for Training and Development State of the Industry Report. Invest in your most important business asset--people! Designed for your entire veterinary team, our webinars focus on client service, communication skills and compliance.

 

Each webinar includes:

  • Live and recorded webinar
  • Handout
  • 1 hour CE credit
  • CE certificate
  • Unlimited playback of recorded webinar

Click here to view webinar topics and then enjoy the convenience of online ordering at  www.csvets.com/cart/.

Taking the perfect message
Video tip: Taking the perfect message

When clients call with medical questions, veterinarians are often performing exams or surgery and can't pick up calls. To provide better client service and patient care, receptionists should inform callers of doctors' schedules and screen calls to see if technicians could provide immediate answers. Say, "The doctor will be in surgery until 1 p.m. What is your specific question is for Dr. <Name>? One of our technicians can likely help you right now."

 

If the medical question needs a doctor's response, take a message. Watch this video on our  CSVETS' YouTube Channel.

Script of the Month: Avoid this common scheduling mistake  

A client calls and explains, "My dog has diarrhea. Do you have an appointment available at 3 p.m. today?" The client care coordinator replies, "Yes, we have 3 p.m. available."

 

Instead of asking callers "When do you want to come in?" guide them to specific times that will have your day flowing smoothly and provide better client service. Sick pets should be seen the same day, while clients calling for preventive care exams should be seen within one week. Let's say you have sick-pet exams scheduled today at 2:00 and 2:30 p.m. If you put a third sick pet at 3:00 p.m., chances are high that you'll run behind and the client will experience wait time.

 

Aim for an exam pattern of preventive care / sick / preventive care. Always sandwich a sick-patient exam between two preventive care exams, which are more predictable and likely to stay on time. It's OK to schedule preventive care exams back-to-back.

 

When a client calls about a sick pet, use the two-yes-options technique, guiding her to the two exam times that will flow well for today's schedule. Say, "The doctor needs to see your sick pet today. We have urgent care appointments available at 1 or 4 p.m. Which time fits your schedule?"

 

For more training on scheduling techniques, click here for our webinar on "Secrets to Effective Scheduling." The webinar includes unlimited playback, a handout, one hour of CE credit and a CE certificate.

The Team's Role in Promoting Dentistry
Wendy Myers
 Wendy S. Myers & Opus
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Upcoming Seminars

 

February 19, 2015

CSVETS webinar: The team's role in promoting dentistry, 12 and 3 p.m. ET

Website: Click here

Phone: 720-344-2347

 

March 4, 2015

Mississippi Valley Veterinary Medical Association
Peoria, IL

Website:  Click here 

Phone: 217-546-8381

 

March 7-8, 2015

Oregon Veterinary Medical Association

Corvallis, OR

Website: www.oregonvma.org

Phone: 800-235-3502  

 

March 10, 2015

Grow your client service skills, grow your practice  

Tulsa, OK

Website:  www.csvets.com/events/

Phone: 720-344-2347

 

March 12, 2015

Grow your client service skills, grow your practice  

Oklahoma City, OK

Website:

Phone: 720-344-2347

 

March 19, 2015

CSVETS webinar: Preparing Clients for Surgery and Dentistry, 12 and 3 p.m. ET

Website: Click here  

Phone: 720-344-2347

 

March 26, 2015

Grow your client service skills, grow your practice  

Sacramento, CA

Website:  www.csvets.com/events/

Phone: 720-344-2347

 

March 31, 2015

Grow your client service skills, grow your practice  

Fort Smith, AR

Website: www.csvets.com/events 

Phone: 720-344-2347  

Wendy S. Myers
Communication Solutions for Veterinarians
720-344-2347
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