Answers to 3 common price questions about flea, tick and heartworm preventives
Consider these scripts when fielding questions from veterinary clients about the cost of flea, tick and heartworm preventives.
The dreaded flea, tick and heartworm preventive product price questions-all veterinarians and technicians have heard them. What are good ways to respond? Consider these handy phrases for your team, suggested by Bash Halow, LVT, CVPM, at a session he led at CVC Kansas City.
Q: “Can't I just buy it online?”
A: “We carry it for your convenience and because we can control quality.”
Q: “What's the benefit of buying it here at your practice when I can get it cheaper online?”
A: “Because I'm your pet's doctor, and I want strong oversight on his/her health.”
Q: “Why do you charge so much more than online retailers for the same product?”
A: “Affordability is a very big concern for all of us here at this practice. We regularly talk about how to make things more affordable. We're not a big corporation. We're a member of this community, a supporter of this community and a direct advocate for you and your pet's well being. We're more expensive, but I hope you'll support us.”
Halow also suggests adding in a specific amount to that last statement, such as “We're $3 more expensive, but …”, if you're able.
Plus, a simple change to reminder calls...
Another opportunity to approach the flea, tick and heartworm preventive purchase during a wellness exam requires one simple change to your appointment reminder calls:
“Please bring in all current medications you're giving your pet, including any flea/tick and heartworm medications.”
Your team will learn how many doses are left and be able to talk about the importance of keeping up with the preventives. And you'll be armed to answer any price questions!
To see more parasite prevention product tips from Halow, take a look at this doodle that captures the key points from his session. You can also attend his practice management sessions live at CVC San Diego, Dec. 8-11, 2016.