Sample script: Talk to veterinary clients about online pharmacies and home delivery
Clients may turn to Internet pharmacies because they think it's more convenient or believe they'll save money. You've probably known the frustration of receiving the prescription request sent from an online pharmacy. When this happens, Kyle Palmer, CVT, a Firstline Editorial Advisory Board member and practice manager at Silver Creek Animal Clinic in Silverton, Ore., follows this two-step protocol:
Step 1: Compare the online price with the price at the practice. Palmer also checks all other online options.
If you aren't cheaper, but you could be with some adjustment of your price, also follow up with clients. You might say:
YOU: "Mrs. Smith, I'm also frustrated that this medication is available to you online at a lower price than I've been able to offer. Because of that, I've negotiated a way to get a better price for you and keep our practice competitive."
Depending on the client, Palmer says you may discuss additional benefits of buying from your practice:
> A 100 percent guarantee from the manufacturer of the product when purchased from your practice.
> A medical guarantee when purchased from your practice.