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Resources: The dvm360 Veterinary Receptionist's Handbook, Third Edition
Find articles, tools, and resources from this indispensable resource to train new receptionists and long-time customer service representatives by M.T. McClister, DVM, and Amy Midgley.
Below, you’ll find a list of resources to help with your training goals, boost your client service, and impress customers and your doctor. Check back often for updates.
Client payment policies and procedures
Offer estimates and treatment plans
Enhance the value of your service
Sample script: Avoid blowups over the bill
Practice structure and policies
Advice on how to makeover your style to look the part of a professional receptionist
Sample script: Publicize your payment plans
Phone shoppers
How to avoid playing doctor and start hooking new clients who call to phone shop
How to convert phone shoppers into clients
Video: Price shoppers are an opportunity, not an annoyance
How to talk quotes with clients on the phone
Client service and scheduling
How to properly handle credit card information
Sample scheduling approach to handle last-minute appointments and emergencies
Common scheduling mistakes—and how to fix them
Client education
Sample euthanasia consent form
Sample “My Big Day” handout to help explain the care the pet receives when it’s at your practice
Euthanasia resources
Euthanasia: It's OK for you to cry
Euthanasia: 7 coping strategies for veterinary team members
Handling euthanasias: Tender care for grieving clients
Photo gallery: 4 ways to pay tribute to passed pets
Angry clients
How to handle out of control clients
Marketing strategies
9 tips for super (successful) veterinary service
How to survey clients about the service they received at your clinic
Market your practice through your website and email
Useful forms
Sample photo release form to gain permission to post pets’ pictures on the web
Team training and growth
Free Team Meeting in a Box, “Stop Getting Burned by Ear Infections”
How you can contribute to pet weigh-ins and weight-loss programs
