Making a diagnosis over the phone is fraught with difficulties. An animal can only be properly and thoroughly examined if they come in with the owner for an appointment.
And no, this is not a sales gimmick. 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, having the animal in the clinic helps you gather the information you need to make the diagnosis. And if you need more information, you are well placed to schedule and sometimes even perform any necessary diagnostic tests right away.
Remember, the owner called you for advice – that means that they have a concern about their animal. Offering them an appointment demonstrates that you have listened to these concerns and they are likely to be happy to get their pet booked in to be seen.
What if the client declines to book the appointment? That is their choice and responsibility. By offering an appointment, even if they do decline, you have protected yourself legally. See if you can choose the right situation in which to offer an appointment in the following exercise.
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