Page 23 - Client Coordinator

Compliance Steps to Take:

Before the client arrives:
1. STAY ON TIME or communicate unavoidable delays properly (see “Appointment Delays”). A
client that has been waiting too long does not want to hear about more services and more
expenses. They want to go home.
2. KNOW THE PET and their record. Review the records at least 3 appointments in advance.
3. GET YOUR TEAM PREPARED: See “Appointment Flow and Staying on Time”.

When you FIRST meet with the client:
1. AUTHENTIC caring. Demonstrate to them that are truly here to help them and their pet.
2. ASK QUESTIONS. Ask them what they may have concerns or questions about BEFORE you
tell them anything.
3. Address THEIR concerns first, not yours. Ease their mind with the reason THEY came to us
before you discuss anything else.

HOW to recommend:
1. “FEEL, FELT, FOUND”:
a. I know how it FEELS to have a sick pet and if it’s he/she is going to be okay.
b. I have FELT that with my own dog/cat.
c. I have FOUND it helped me to do this test to be sure it was not serious
2. EXACTLY WHAT AND WHY:
a. Explain exactly WHAT (specifically) and WHY you recommend something in common
grade school language. Big words will cause things to be declined faster than most
anything else.
b. Explain the consequences that will likely happen IF THEY DON’T DO THIS. This is
extremely important.
i. For example, if we DON’T do a dental cleaning it WILL get worse, cause pain,
cost more, may cause other diseases, and may shorten their pet’s life.
c. THREE PARTS ALL CLIENTS NEED:
i. Education: Explain the reasons. How it helps THE OWNER and the pet.
ii. Demo Piece/diagram: SHOW the client something, even if it’s hand-written
words. It could be a picture, model, brochure, etc.
iii. Finance: AFTER the above someone (non-Dr.) will discuss cost or payments
3. MAKE IT SIMPLE FOR OUR CLIENTS: Offer the client and easy time and place to get this
done. All the client has to do is say yes. We will make it happen for them!

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