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This Month's CE Credit Webinar
Get clients to accept diagnostic tests
Laboratory services could comprise 25% of your income. Your team needs to have confident conversations about preventive screening, sick-patient wor kups and preanesthetic testing.

Tip from my upcoming webinar: 
If you try to sell a wellness test to a client with an apparently healthy pet, you may fail. Instead, use the term "preventive screen" or "early detection screen." Technicians introduce testing at the beginning of exams and say, "Our preventive screen checks your dog's overall health. Research shows 1 in 9 adult dogs that appear healthy may have hidden diseases. Preventive screening  helps us establish a baseline of what is normal for your dog and to detect changes early. Think of preventive screening as the internal physical exam that lets us check the health of organs as well as for heartworm and tick-borne diseases. We will collect blood and urine samples and have results today / call you tomorrow. Shall we proceed with your dog's preventive screen, or do you want to talk with the doctor?" Guide the client to accept testing with two yes options.

Join me  Thursday, Sept. 20 at 12 to 1 and 3 to 4 p.m.   ET   for two live webinars on " Get Clients to Accept Diagnostic Tests ."  What you'll learn:
  • Understand local prevalence data and how to teach clients about risk factors
  • Use repetition of the message from the receptionist, technician and veterinarian to gain acceptance
  • Avoid wiggle words that could kill compliance
  • Get scripts to explain the value of preventive diagnostics, including early detection screening, intestinal parasite testing, heartworm/tick testing, urinalysis, and feline leukemia/FIV/feline heartworm testing
  • Explain preanesthetic testing and your anesthetic protocols
  • Share lab results to increase clients' understanding and show value for diagnostic testing
This training program includes:
  • Live and recorded webinars
  • Handout
  • Online test
  • 1 hour of CE credit
  • CE certificate
  • Unlimited playback of recorded webinar
Not available Sept. 20? Your enrollment includes unlimited playback of the recorded webinar, so your team may learn at its convenience. Questions? Call 720-344-2347 or email .

Video Tip of the Month

4 Tips to Improve Intestinal Parasite Testing

Read Wendy's latest article:  Stop hiding patient care "in the back"
Because 65% of people are visual learners, deliver veterinary care that engages pet owners. Here are ways to stop hiding patient care "in the back."

Now available on-demand
Take the Fear Out of Anesthesia
Dental disease is the No. 1 diagnosed health problem among pets, yet clients' fear of anesthesia may be your greatest obstacle to treatment.
Dr. Ryane E. Englar, DABVP
Learn how to calm fears, explain your anesthetic protocols and invite questions. The result is improved patient care and practice health. Adding two more dental procedures each week could produce $50,000 or more annually. Get practical advice on anesthetic risk from co-lecturer Dr. Ryane E. Englar, DABVP, of Kansas State University College of Veterinary Medicine and communication scripts and tips from Wendy S. Myers, CVJ, of Communication Solutions for Veterinarians. This one-hour course is for your entire team and is available on-demand.

Upcoming Seminars & Webinars
Telephone Tip of the Month
Frustrated when clients don't listen to voicemails?
You leave a voicemail for a client who returns the call without listening to the message first. "Someone from your hospital just called me," she explains. You have 25 employees and don't know who left her a message or the purpose of the call. While you want to shout, "Listen to the voicemail!" try a more proactive approach. Teach your medical and client service teams to use text and voicemail together. After leaving a message, use a texting service to send the pet owner a text, prompting her to listen before calling back. Text messages have a 99% open rate, so she will see the text immediately and be prompted to check her voicemail. You'll provide great client service and erase your frustration!
Get more training on using text messaging in my 1-hour CE course,  What Millennial Clients Want from Your Veterinary Clinic.

Jump-Start Your New Receptionist: 6 Courses
Did you know turnover among veterinary receptionists is 26%? Onboarding is the process of integrating a new employee with your hospital and its culture, as well as providing the tools to become a confident and productive teammate. Assign a mentor, explain your culture, provide an onboarding checklist, offer how-to training, and have regular check-ins for performance feedback. Here are the first skill sets your new hire needs to master.

Jump-Start Your New Receptionist includes 6 one-hour courses:
1. How to Train a New Receptionist
2. 10 Phone Skills Every Receptionist Should Know
3. 8 Essential Skills Every Receptionist Should Master
4. Secrets to Effective Scheduling
5. Take Control of Scheduling Calls
6. Phone Scripts That Gain New Clients
Bonus: Onboarding orientation checklist


Wendy S. Myers, CVJ
Communication Solutions for Veterinarians Inc.

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Communication Solutions for Veterinarians
(720) 344-2347