Sample script: How to say 'no' and keep veterinary clients happy

Sample script: How to say 'no' and keep veterinary clients happy

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Feb 01, 2013
By dvm360.com staff

In a service profession like veterinary medicine, it's important to avoid the two-letter word "no" to keep clients focused on the service you can offer. So instead of using phrases like, "we can't" and "that's not our policy," try this sample script to stay positive:

YOU: Mrs. Concerned, I understand Fluffy is sick and you would like Dr. Cares to see Fluffy right away. Dr. Cares already has appointments scheduled today, and I know she'll want to see Fluffy as soon as possible. If you can drop Fluffy off at your earliest convenience, Dr. Cares will make time to give Fluffy a thorough check-up and call you as soon as she knows more about Fluffy's condition. When should we expect you?

Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

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The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

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A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

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A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patient's lives (Proceedings)

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An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

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Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.