Use a cheat sheet to answer clients' price questions
When the front desk is busy, team members at Boerne Veterinary Clinic in Boerne, Texas, often pitch in by answering the phone. In the past, if clients called asking for estimates, team members were forced to put them on hold until receptionist Cindy May was able to field the call. So May came up with a cheat sheet that enabled all team members to answer clients' price questions. "I made a list of the surgeries—such as, declaws, spays, and neuters—with their associated charges and placed a copy by each phone so team members have access to the information," May says. "This way, it saves everyone's time on the phone and the caller has a very good estimate of what their pet's surgery would cost."