• Teach Pet Owners With Dental Photos - Duration: 105 seconds.

    • 5 days ago
    Did you know 65% of people are visual learners? When explaining pets’ dental procedures, show clients behind-the-scenes photos so they can make educated decisions. Learn how to create photo books a...
  • Apple Mac How To - Channel

    • 41 videos
    I'm a Mac nut and have owned Macs for a long time. I got my first Mac in 1997 I believe and have owned MacBooks, MacBook Pro, iMac, iPad, iPod and iPhone 5. I love them all and simply try to help othe
  • How to Engage Callers to Build Relationships - Duration: 2 minutes, 44 seconds.

    • 1 month ago
    Every pet owner needs to hear your compassion and eagerness to help over the phone. Receptionists are the first touch point for potential and existing clients. Emotions drive buying decisions, so m...
  • Adobe Connect - Channel

    • 72 videos
    The official YouTube channel for Adobe Connect.
  • “Get the #$@&%*! Off Your Phone” - Duration: 2 minutes, 8 seconds.

    • 2 months ago
    While you explain your exam findings, a pet owner’s fingers are pounding out text messages. Rather than accept rude cell usage as a sign of the times, redirect the conversation away from texting. D...
  • Turn 8 hours of calls into 8 minutes of texts - Duration: 2 minutes, 14 seconds.

    • 3 months ago
    Think of the top 10 tasks that suck time from your veterinary team. Could 10-minute phone conversations for prescription refills be converted into 10-second texts? Your receptionists may get 30 to ...
  • 4 frightening phone mistakes - Duration: 3 minutes, 17 seconds.

    • 4 months ago
    Working as a veterinary receptionist requires you to be friendly, compassionate and a great multi-tasker. Learn four frightening phone mistakes to avoid so you may deliver five-star experiences to ...
  • How to fire problem clients - Duration: 3 minutes, 4 seconds.

    • 5 months ago
    Do the best you can, but some clients you can do without. Your veterinary hospital may decide to fire problem clients. Learn four reasons why you should fire problem clients and how to do it polite...
  • A smart way for receptionists to manage daily tasks - Duration: 2 minutes, 24 seconds.

    • 6 months ago
    Your veterinary hospital is short a technician and another receptionist is out on maternity leave. You’re overwhelmed. How can you complete important daily tasks and stay calm? Use tools in your pr...
  • Oregon VMA - Channel

    • 4 videos
    The Oregon Veterinary Medical Association is a nonprofit organization of veterinarians who are dedicated to helping people give their animals a high quality of life.
  • How should you respond to "How much are shots"?

    Turn price inquiries into veterinary appointments - Duration: 3 minutes, 5 seconds.

    • 7 months ago
    At least four times each day, a pet owner will call your veterinary hospital and ask “How much are shots?” The No. 1 reason why people ask for a price is because they don’t have a point of referenc...
  • Use financial carrots to get clients to commit - Duration: 98 seconds.

    • 8 months ago
    On the day of diagnosis, present dental treatment plans and ask clients to schedule their pets’ procedures before checkout. Lead clients to “yes” with a financial carrot such as a 10% savings on de...
  • Cole and Marmalade - Channel

    • 286 videos
    Cole & Marmalade are always up to something! ... Together with their human 'servant' Chris they will entertain and educate you, check out their fun videos to see them in action! Please Adopt, Spay & N
  • Deliver a Golden Greeting - Duration: 2 minutes, 51 seconds.

    • 9 months ago
    Your reception team needs to deliver “Golden Greetings" so you can delight every client, every visit. Learn ways your team can deliver “Golden Greetings," including a welcome board with patients' n...
  • Simon's Cat - Channel

    • 153 videos
    Simon's Cat is an animated series featuring the mischievous and often hilarious antics of a fat white cat and his owner Simon. One of the most popular animated channels on YouTube, this is definitely
  • When clients consult Dr Google - Duration: 3 minutes, 4 seconds.

    • 10 months ago
    Do you know that 67% of pet owners bring internet information to their veterinary appointments? Acknowledge the pet owner’s effort, and then provide solutions. A pet owner is genuinely concerned if...
  • Ask about cats when clients schedule dogs’ exams - Duration: 3 minutes, 16 seconds.

    • 11 months ago
    When a client calls to schedule her dog’s exam, check the reminder status of all pets in the same household in your practice-management software. If a cat is overdue for preventive care, ask the cl...
  • Sick pet? Call the pet owner the next day - Duration: 2 minutes, 54 seconds.

    • 1 year ago
    A client calls you because her dog, Tank, has had loose and watery stools overnight. During the urgent care exam, the veterinarian determines the gastrointestinal upset was due to high-fat table sc...
  • Say "admission" instead of "drop off" when admitting patients to your veterinary hospital - Duration: 3 minutes, 6 seconds.

    • 1 year ago
    Poor terminology such as “drop-off” could create negative surgical experiences for your veterinary clients. From pet owners' perspectives, "drop off" means hand their pets' leashes or cat carriers ...
  • Did you know that one veterinary receptionist can generate more than $27,000 in revenue for the hospital? Get a powerful tip in this video.

    One Veterinary Receptionist Could Generate $27,000 Per Day! - Duration: 2 minutes, 38 seconds.

    • 1 year ago
    Did you know that one veterinary receptionist could generate more than $27,000 in revenue for the hospital? Learn how you can promote medication and diet refills at check-in. Get a dozen revenue-ge...
  • Don't get trapped on the phone with a chatty caller. Watch my video on the "repeat and refocus" technique.

    Control the Chatty Caller - Duration: 3 minutes, 7 seconds.

    • 1 year ago
    You schedule a dog's medical progress exam for an ear infection but the caller continues to chatter away. With two additional callers holding and another client waiting to pay, you don't have time ...
  • 3 Steps to Great Exam Greetings - Duration: 10 minutes.

    • 1 year ago
    When greeting a pet owner in the exam room, the technician and veterinarian should introduce themselves, shake the client's hand and explain the medical services that will be delivered today. Most ...
  • Here are two incentives to attract new clients to your veterinary clinic

    Incentives that attract new veterinary clients - Duration: 10 minutes.

    • 1 year ago
    To sustain a healthy, growing practice, a veterinary hospital needs 25 new clients per full-time-equivalent veterinarian each month. Get two proven incentives that will have you welcoming more clie...
  • Avoid getting emotionally hooked by raging veterinary clients - Duration: 4 minutes, 8 seconds.

    • 1 year ago
    Pet owners’ emotions can bound as high as a Jack Russell terrorist when they get upset. Don’t let irrational clients push your buttons. Here’s how to reply with a positive statement that saves the ...
  • Take the Stress Out of Discharging Dental Patients - Duration: 6 minutes, 42 seconds.

    • 1 year ago
    Imagine that it's 5 p.m. and five clients have arrived to pick up their pets from dental procedures. Avoid the stressful situation and poor client experiences with these tips on how to create stres...
  • Why you need to answer calls promptly at your veterinary clinic - Duration: 8 minutes, 37 seconds.

    • 1 year ago
    The standard in the service industry ranges from answering 80% of calls within 20 seconds to 90% of calls answered with 10 seconds. A busy signal or more than eight rings is considered a call failu...
  • Text clients when dental and surgical patients wake - Duration: 5 minutes, 25 seconds.

    • 1 year ago
    Once surgical and dental patients are recovered, your technicians can notify clients via text. Text messaging communicates that your veterinary hospital is both high tech and high touch. Add this s...
  • Forward book the next preventive care exam - Duration: 5 minutes, 49 seconds.

    • 1 year ago
    Did you know that you could help more pets get timely preventive checkups and grow revenue 3% if you forward book the next exam? Learn how this patient care and business strategy from dentists can ...
  • Enjoy our video tip on how to respond when the caller demands to speak with the veterinarian

    When a caller demands to speak with the doctor - Duration: 3 minutes, 35 seconds.

    • 1 year ago
    Emotions can run high when pet owners are worried. Here is how to respond when the caller demands to speak with the veterinarian but the doctor is in surgery. Learn how to screen calls so clients g...
  • Presenting surgical invoices to veterinary clients - Duration: 7 minutes, 45 seconds.

    • 2 years ago
    Your veterinary team needs to communicate value and ensure that pet owners understand all of the medical services and fees before patients are admitted for surgical or dental procedures. Get tips a...
  • How veterinary technicians can start preventive exams - Duration: 6 minutes, 10 seconds.

    • 2 years ago
    Veterinary technicians can describe services and preventative refills at the beginning of exams to encourage compliance and optimal wellness.
  • Are you slapping pet owners with sticker shock? - Duration: 5 minutes, 1 second.

    • 2 years ago
    When asked about price, 34% of pet owners say veterinary care is higher than they expected. Learn how receptionists can communicate value for preventive checkups and medications. This video tip inc...
  • Juggling multiple phone lines in your veterinary clinic - Duration: 6 minutes, 32 seconds.

    • 2 years ago
    A typical veterinary hospital has two receptionists and four or more phone lines. Whew! How can you successfully juggle several callers while also assisting visiting pet owners? Get scripts and tip...
  • Using urgent care slots in your veterinary hospital's schedule - Duration: 5 minutes, 13 seconds.

    • 2 years ago
    Your veterinary hospital consistently gets calls from anxious pet owners each morning with sick pets. Why not plan for this predictable request? Learn how to build urgent care slots so you can deli...
  • What do your veterinary clients experience during the first 5 minutes? - Duration: 3 minutes, 59 seconds.

    • 2 years ago
    Your veterinary team needs to strive to WOW every client—whether new or existing—every visit. Delivering an exceptional client experience will encourage ongoing veterinary care and increase referra...
  • Turn morning chaos at the front desk of your veterinary hospital into an organized system to check in surgical and dental patients. This video has tips on creating a stress-free experience for you and clients as well as a surgical/dental confirmation script.

    Confirming surgical and dental appointments for your veterinary hospital - Duration: 4 minutes, 38 seconds.

    • 2 years ago
    Turn morning chaos at the front desk of your veterinary hospital into an organized system to check in surgical and dental patients. This video has tips on creating a stress-free experience for you ...
  • Taking the perfect message - Duration: 6 minutes, 27 seconds.

    • 2 years ago
    When clients call with medical questions, veterinarians are often performing exams or surgery and can’t pick up calls. To provide better client service and patient care, receptionists should inform...
  • Turn grumpy waiting clients into happy ones - Duration: 3 minutes, 48 seconds.

    • 3 years ago
    No one likes to wait. Be a client advocate and be aware of how long they are waiting. Provide updates every 15 minutes. This communicates that you appreciate the client's patience and are staying i...
  • How to ask callers to schedule appointments - Duration: 4 minutes, 1 second.

    • 3 years ago
    When phone shoppers or existing clients call your veterinary hospital, your goal is schedule every exam or surgery. Did you know 53% of veterinary receptionists fail to convert calls into booked ex...
  • If veterinary clients can't afford treatment for their pets, explain financing as well as the option of co-applicants. In my new YouTube video, learn alternatives to offer clients so patients get the care they need.

    When clients can't afford care - Duration: 8 minutes, 28 seconds.

    • 3 years ago
    If veterinary clients can't afford treatment for their pets, explain financing as well as the option of co-applicants. The average dollar amount that pet owners stop treatment because they can't af...
  • How to put calls on hold - Duration: 4 minutes, 50 seconds.

    • 3 years ago
    Before putting a caller on hold, ask permission and WAIT for the answer. Say, "Thank you for calling Your Veterinary Hospital. This is Your Name. Is this a medical emergency, or are you able to hol...
  • When a phone shopper calls your hospital, does a confident receptionist answer the phone? Get 3 tips to convert phone shoppers into new clients in my latest video.

    3 tips to convert phone shoppers to new veterinary clients - Duration: 3 minutes, 6 seconds.

    • 3 years ago
    When a phone shopper calls your hospital, does a confident receptionist answer the phone? If grumpy Gloria quotes a price and hangs up, she could be costing your clinic $6,000 per month in lost opp...
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