Sample script: Follow up on recommendations

The way you handle scheduling and follow ups plays a large part in client compliance. Nancy Potter, a Firstline Editorial Advisory Board member and the practice manager at Olathe Animal Hospital in Olathe, Kan., offers this example of how to improve compliance by encouraging a client to schedule an appointment after the doctor offers a treatment plan.

You: Dr. Smith would like to schedule a dental cleaning for Fluffy. Since the tartar and gingivitis in her mouth is significant, we'd like to schedule her as soon as possible. We have appointments available on Tuesday or Thursday next week. Which day would work best for you?

Client: I'll check my schedule and talk to my husband then let you know.

You: Sounds good. We know how busy people can get. Remember, we want Fluffy to stay healthy. Gum disease can cause some pretty major health problems, like heart disease and diabetes, so it's important for Fluffy to get her teeth cleaned as soon as possible.

Client: Thanks, I know you're looking out for Fluffy's health. I'll take a look at my calendar and call you right away.

You: That's great. If we don't hear back from you within the next few days, we'll call to see how your schedule looks.

(Make a note to follow up in seven to 10 days. Then call the client.)

You: Hi, Mrs. Jones. Dr. Smith asked me to call to be sure we schedule an appointment for Fluffy to have her teeth cleaned. Did you have any more questions about the procedure? Will next Thursday work for you?