Every client "no" should be followed with one of three kinds of reminders.
Every client "no" needs to be followed with one of three kinds of reminders, says Dr. Scott Linick, FAVD—a phone call reminder, a mail reminder, or an e-mail reminder. Consider this sample script to help you respond when clients refuse the care you recommend:
Client: "You know, doc, my son's birthday is coming up. I have a lot of presents to buy and I can't really afford it right now."
Doctor: "I understand. But it's very important for your pet to have this dental procedure, so can I put in a recall for you in February?"
Client: "Sure."
Then be sure to follow up with one of the three kinds of reminders. Call the client, mail or e-mail a reminder, or schedule a follow-up visit to discuss the recommended care again.
