Page 140 - Receptionist

Procedure: The goal is to get the client booked to see one of our great doctors, groomers or board their
pet(s). When they are ready to book, you can skip to the end and book the appointment. You are done.
Keep the marketing reach journal in front of you to enter the info they give you as they tell you.

1. Answer the phone: “Good morning (or good afternoon) Legacy Veterinary Hospital. This is
(your first name). How can I help you?”

 In most cases the client will ask, “I was calling to see how much a ____ is.”
 If they say “I was calling to book an appointment.” Skip to the end and book it.

2. “I will be happy to get you the price of _____. Is it okay if I ask you a few questions before I
give you the price?”
 In most cases they will say sure or okay. Move on to the next step.
 If they say no, simply skip to step #6 below and give them the price they are asking for.

3. “Can I get you name and phone number in case we get disconnected?” WRITE IT DOWN.

If our DPC is working NOW: “Let me transfer you to (name), our new client specialist”. Transfer call.

4. Ask GENUINE questions of concern :

“What is your pet’s name?” WRITE IT DOWN. “What kind of dog/cat is
_____”. WRITE IT DOWN. “How did you hear about us?” WRITE IT DOWN.

5. Respond with genuine concern or comment about something they said in #4 above that caught
YOUR attention.

(For example: “Oh, we love Mrs. Spears. We are so glad she told you about us.” – or – “Border
collies or so energetic!”)

6. “Thank you. The average cost of ____ is $__ to $___. It will be this same range all over Frisco,
BUT we need to get ____ to see a vet for the exact cost. The normal exam fee is $__, but it’s
FREE for your first visit.”

IMMEDIATELY go into the next step. Don’t ask them further questions or start asking them if they
want to come in.

7. “We have appointments available seven days a week. What day works well for you? Morning
or afternoon?” Offer them TWO available times during that window. (or days needed for
boarding, etc.) Book the appointment! Don’t ask. Expect that they will!

8. Fill out your marketing reach journal completely and IMMEDIATELY. ENTER that information
into AVImark as a new client IMMEDIATELY.”

Note: The above 8 steps should take about 3 minutes to complete. Outside of an emergency the
OTHER CLIENTS CAN WAIT for this 3 minutes. If you are VERY busy and it starts to take longer, you can
ask if it’s okay to call them back with more details. Call them have someone else call them WITHIN ONE
HOUR.

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