Page 129 - Receptionist

WHAT to do: All clients that “no-show” are called by the intake receptionist 10
minutes after the scheduled appointment time. We need to reschedule
them in order to assure other appointments stay on time. They can do
a “walk-in” or “drop off”. See separate procedures.

Grooming and Surgeries: These clients with ONE no-show for surgery or
TWO more no-shows for grooming are required to do the following
BEFORE they can book their pet for grooming or surgery:

1. Discuss this plan with an exec or manager (department head).
2. Sign a “pre-payment from” – found under “Procedures Manual
(date)”  “Forms-Misc”
3. Pay a deposit for the FULL expected amount of the surgery or
groom
4. This deposit is non-refundable and applies ONLY TO THIS SURGERY
OR GROOM, not other dates or other services
5. This agreement is in place for 6 months with all future surgery or
grooming appointments.

Drill/Quiz for “No-Shows”:

1. Why do we have this procedure? What would happen if we didn’t?
2. If we did NOT have or follow this procedure how would it negatively affect YOU?
3. What do you do if a client just fails to show for a vet appointment? For a tech appointment?
4. What do you do if a client “no-shows” for a surgery?
5. How many no-shows for grooming before you do the special arrangement with the form?
6. Show your trainer where you would print this form? Who does the client need to speak to first?

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