Page 59 - Client Coordinator

3022 – Phone Call Scripts

Learn these phone scripts and practice them in YOUR OWN WORDS. Do not memorize. Be sincere in your
communication. When calling clients your job is to HELP the client to get the best care for their pet. You can
only do this truly caring for each pet and caring about the client’s schedule, concerns, etc.

1. BEFORE YOU CALL: Review the patients file as to name, breed, problems, last visit. What jumps out at
you? What is something you would really like to know about this patient?

2. WHEN YOU GET A VOICEMAIL: QUICKLY leave a message and go onto the next call NOW!

 Call 1: “Hi, this is “___“ from Legacy Veterinary Hospital and I am calling regarding Fluffy’s
health. If you could please call and give us an update at 972-335-9292. Thank you and have a
great day!”
 Call 2 (two weeks later): Always refers to the previous call stating we are not intending to
bother them.
 Calls 3-5 (two weeks apart): Voicemail changes to referring to previous calls AND “We have not
heard back from you. Please call us back. We want to make sure everything is okay.”

3. WHEN YOU REACH A CLIENT: SLOW DOWN!! You WILL book these clients, even if it takes 15 minutes!

“Hi Mr. Brown, this is “ “ from Legacy Veterinary Hospital. Is now a good time to discuss Fluffy’s health? We
are checking on Fluffy’s health and are wondering how she is doing? That is good that her ear problem has
cleared up. Is she finished with the medicine? By the way, she is due for a rabies and distemper vaccines and I
wondered if you would like to schedule something to take care of that for her?
A. What to do if client cannot talk now:

“Hi Mr. Brown, this is “(your name)” from Legacy Veterinary Hospital. Is now a good time to
discuss Fluffy’s health?” Wait for their answer

“If not, would tomorrow morning be a good time to talk?”
B. What to do if client says “My spouse takes care of that.”:

“Hi Mr. Brown. Would you like me to call your wife and discuss Fluffy’s needs at this time since
she is the one that takes care of that?”

Your attitude and tone should be towards HELPING THEM, NOT TRYING TO PRESSURE OR SELL
THEM SOMETHING. We are calling because we care. It will be easier and cheaper to take care
of what’s needed now instead of waiting.

4. WHEN THE CLIENT RETURNS A CALL.

Pull up the file in Avimark. Research file and find something of interest.

“Hi Mr. Brown. Thanks for calling us back. We were calling to find out how Fluffy’s ear problem has been. Is
it getting better? Great to hear. We also noticed that she needs her annual vaccines and we could schedule
something for you to get it taken care of. Would Wednesday or Thursday work better for you?”

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