Page 17 - Client Coordinator

What to do:
1. In AVImark find all pets that checked in for boarding yesterday and
through the last day you worked.
2. Make a list of ALL of these pets.
3. Open the first pets record in AVImark.
4. Review the vet exam or boarder tech exam in the “medical
condition” section under the check-in.
5. See what the tech or vet may have said about the teeth or weight.
6. Briefly review the recent history of the record to get an idea of what
has been done and recommended.
7. Using good judgment call the client on their CELL #. Their home #
may be their cell #.
8. During this call use these general guidelines/script in this order:
a. Introduce yourself first.
b. Immediately tell them their pet is doing okay and we are
taking great care of him or her. (They may be worried that
we called)
c. Confirm the date they are picking their pet up.
d. Ask them if they have 2-3 minutes to discuss something we
found on (pet name).
i. If not, ask them when or if there may be a better
time to call back.
ii. If yes, let them know that our vet (by name) or tech
(by name) found that (pet name) needs to have
(service/item needed). We would be happy to take
care of that while they are boarding with us.
iii. If they say maybe or yes: Tell them you will get the
details together and call/e-mail them back later
today. This is the time you will need to get the
proper treatment plan, cost, paperwork, etc.
iv. If they say no: Thank them for their time and
politely let them know we will take great care of
their pet.
9. Go onto the next pet on the list until your list is done.
10. Reviewing and making all of the calls above should take you no
longer than 30 minutes (longer on busy holiday boarding weeks).
The actual set up of these services will take longer but totally worth
whatever time you spend because the pet is getting the care.

Who NOT to call:
 Clients with pets that only need services they already declined and
check-in.
 Using good judgment, the clients that may have recently (last few
weeks) declined the service you are discussing.
 Obvious other reasons like the vet already discussed it with this
visit.

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