Two little words. That's all you need to remember for an effective parasite prevention conversation, says Brent Dickinson, business manager at Dickinson-McNeill Veterinary Clinic in Chesterfield, N.J. Sound simple? It is—and that's why it works.
As a visual reminder, Dickinson printed the words "prevention products" on a bright orange sheet of paper and taped it behind the front desk. It serves as a constant reminder that prompts two questions at check-in. The first: "How often do you give your pet parasite prevention?" The second: "Do you need any more products at this time?" See "Sample script: Parasite prevention" for some ideas about how you can begin the parasite conversation starting at check-in. Then use these steps to boost compliance:
Sample script: Parasite conversations
1. Say it once, say it again
You may be sick of saying it, but that doesn't mean clients are sick of hearing it. "We've tried various methods over the years, and we've learned that repetition keeps pets healthy—and helps us sell more products," Dickinson says. "Every member of our team asks clients about prevention products. This works well in two ways: First, when everyone asks, even if one team member forgets to talk about parasite prevention, we know pet owners still heard the message. Second, the repetitive questioning communicates that parasite prevention is important."
When the conversation starts in the reception area, he says even if the client you're speaking with doesn't get the message, other waiting clients will overhear, which may spark a parasite conversation.