Page 154 - Receptionist

What if’s:

1. What if the client does not answer the first question as COMPLETELY SATISFIED TO
THE POINT THEY WOULD TELL OTHERS? Or you can tell by looking.

Answer: Ask them what we could have done better. Find out what the problem
was. Fix it or refer them to management NOW. DO NOT ASK FOR REFERRALS OR
GIVE THE CARD

2. What the visit was a euthanasia?

Answer: DO NOT ASK FOR REFERRAL OR GIVE THE CARD.

3. What if the client is still very concerned about their pet due to an emergency or
poor diagnosis?

Answer: DO NOT ASK FOR REFERRAL OR GIVE THE CARD.

4. What if the client only came in to pick up pet food, or meds?

Answer: Follow the procedure starting at question two.

5. What if the client seems reluctant to call their friend to them about it?

Answer: Offer to have one of our staff or doctors call their friend or family for them.
We will still give this client the referral credit. We just want to help more pets.

6. What if the client seems reluctant to give you their friend or family member’s
name?

Answer: Don’t be pushy. Give them the card and tell them about the program with
the last statement.

Memorize: Memorize the three questions and the statement to be able to use comfortably in your
own words by memory.

1. How was your visit?
2. Do you have any friends or family with pets we may be able to help too?
3. Who?
4. We have a great referral program. Give your sister this card (hand her the card).
She will get a free exam and 50% off her pet’s first groom. You will get a $20
credit on your account

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