Sample script: 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.