Page 16 - Receptionist

Why Not Just Text/Email Instead of Calling:

 We have gotten clients who mentioned that they have not been
contacted by us for their pet’s appointment:
 Clients sometimes forget their appointment day or time.
 Family member sometimes do not relay that an email or text was
received through our online pet portal company
 Appointment may have been rescheduled and the “Confirmed”
Button was not unclicked. It would show it was confirmed although
it wasn’t’.

How:

 Telephone
o We CALL all “unconfirmed” appointments to confirm the
day before.
o We CALL all surgery appointments even if already confirmed
online.
o We try all numbers until we reach someone.
o Left Message on Machine (LMOM) – Ask owner to please
call 925-335-9292 to confirm
o Add a note to the appointment with your date/time stamp.
See below
 Email
o ONLY use if voicemail box is full – Email asking the owner to
please call 925-335-9292 to confirm appointment

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