Page 78 - Client Coordinator

Client coordinator, Exec, or Doctors only:

This portion is for managers or execs for when a client is not comfortable handing out the card OR is not able to.
We would call the friend/family member for them. Our client would still get the $20 credit if that client comes
in.

1. “Hi this is _____ from Legacy Veterinary Hospital. ______came to see us with _____ today. He/She
asked me to give you a call. Do you have _______?”
2. How is ___________? Wait and respond to what they say. Have a genuine conversation.
3. Do you have a vet?
4. Are you happy with that vet?
5. If you are TOTALLY SATISFIED with your vet you should stay with them……pause…..(if silence) Are you?
6. If they have a vet and are totally happy with that vet, then WE DO NOT NEED TO SEE THEM. Tell them
thanks for their time and tell them we are here to help if they ever need us.

If at any point they don’t have a vet or are not TOTALLY SATISFIED with the vet……”I think we could help
you…the go into booking the appointment.”

Drill/Quiz for ‘Referral Program:
1. Grab one referral card in the slide-out cardholder.
2. Memorize the three questions and one statement in your own words to be able to use by memory.
3. Why do we have this procedure? What would happen if we did not have it? If we only did it like half
the time?
4. How does this procedure help YOU?
5. Role play with your trainer with the trainer acting as the client. Go through various role of happy clients.
6. Role play as if the visit was a sad client due to euthanasia visit....or an angry client. Role play exactly
what you would say and do
7. Get a pass when you and your trainer are 100% confident you will do this procedure every time every
day…and proven you want to.
8. Client Coordinator/Exec/Doctors only: Role play the conversation on how to call prospects, what to say,
and how to say it. Go through at least 3 times. Get a pass from your trainer when done.

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