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How to hook veterinary phone shoppers

December 1, 2011

Q&A: How can we turn phone shoppers into veterinary clients?

Q How can we turn phone shoppers into clients?

"One of our practice owners often reminds us that what we sell is information and peace of mind," says Pam Weakley, a Firstline Editorial Advisory Board member and practice manager at Dickman Road Veterinary Clinic in Battle Creek, Mich. "So if someone calls and asks, 'How much is a cat spay?' and my answer is, 'We charge $125,' I've done absolutely nothing to engage this phone shopper. I've not helped her make an informed decision or helped ease her mind about her pet's possible upcoming surgery."

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Instead of just quoting the price for a service, Weakley says receptionists should try to engage the caller by asking questions. For example, if they're discussing a service, like a spay or neuter, they'll ask questions to find out the age of the pet and explain their procedures.

A good share of callers are referred by family members or co-workers, Weakley says. So the receptionist's goal is to get clients in the door so team members can impress them with their service.

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