One of the most important jobs in a veterinary practice the best option. You are the professional and the client wants you to help them and their beloved pet. But can this be done on the phone?
Offering the Right Option for the Animal
An animal can only be properly and thoroughly examined if the animal comes in with the owner for an appointment. Our conclusion is therefore that offering an appointment is the best option for most phone calls from animal owners.
And no, this is not a sales gimmick. When we reason from the perspective of what’s best for the animal, offering an appointment is almost always the best option. You can’t see what’s going on over the phone. If the animal is on the table in front of you, you can often do that. And if not, there are diagnostic follow-up steps that you can perform or schedule almost immediately.
It is important to always give the owner the choice of whether or not to bring the animal in for an appointment. We recommend that you always ask the question: “Do you want to do that?”. An owner can then always say no. An additional advantage of offering an appointment is that you protect yourself legally. You have offered an appointment, but if the owner does not want this, it is his or her responsibility.
Don’t forget that the owner called you for advice. In most cases, these owners are quite concerned about their animal. They feel taken seriously when you offer them an appointment. So often they will also be happy to take the appointment from you.
Offering the Best Option
Are you able to offer the best option for the following situations?
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