Page 54 - Client Coordinator

3019 - New Puppy/Kitten and New Client Packet Presentation

Result Statement: The presentation of New Puppy/Kitten or New Client folder provides information the owner
will find useful in caring for their pet. The owner will be able keep all of their pet’s records and receipts for care
in the folder. The more information an owner receives, the more informed the owner will be resulting in a
healthier pet; which adds value to the pet’s and the owner’s lives.

Time and Place:

The optimum PLACE to present the packet it in the EXAM ROOM. In the exam room they are not distracted and
having to keep control of their pet.

The optimum TIME to present a folder would be while they are waiting (after our vet has addressed their
primary reason for being here) or after the appointment is completed. This way we are always starting the
appointment on time and always addressing THEIR CONCERNS first.

Tech or TA will inform the trained individual who presents the packet AT THE START OF THE CLIENT’S WAIT
(example: When you take the pet to treatment or waiting on a lab test).

Clients don’t care how much we know or offer until they know how much we care. Address their concern FIRST
does this. It provides them the # 1 thing we offer, PEACE OF MIND

Primary Responsible Position: Client Coordinator (with 3-4 other delegated and trained individuals for times
the client coordinator is not available.

Resources Needed: Filled client packets stocked in exam rooms. Custom cookies (new clients only)

Script: Introduce yourself to the client and the new pet. Please show sincere interest in the pet.

“We have put together a folder of information to help you care for Pet’s name. We have also included a
brochure about the services Legacy Veterinary Hospital offers, and a number of other informational brochures.”

(For new clients only): “The cookies are for you! They are NOT pet treats.”

“This packet includes information on THREE categories: 1. Our services (left side of folder): (go over our
brochure, e-clinic for after-hours, internet pharmacy/website for booking appts) 2. Pet Care Information (right
side of folder): (go over vaccination, pet food, parasites, and microchips) and 3. Financial Information (left side
of folder): (go over Trupanion Pet Insurance Free Trial month we can start today, Care Credit, and Vetbilling)”.

“The left side of this folder is also a great place to keep you pets records and invoices, etc”.

“Look over the information and if you have any questions while you are here, or after you get home please do not
hesitate to ask us. It also is a good place to keep all of your pet’s care receipts, vaccine certificates, and records.”

“Thank you for trusting us to care for “Fluffy”, if we can do anything to make your visits better please let us
know. Do you have any other questions for me?”

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