Answering emails and webform submissions

We receive inquiries about our services via email on a regular basis.  If a phone number is included in the email or webform submission, call the client as soon as you see the email.  You have 95% more chances of getting a client on the phone and closing a call when you answer their on-line form submission within 5 minutes than if you wait longer.  Therefore, as soon as you notice a form or email coming through, answer it as immediately as you can.  First you try to call if the phone number is included.  If you get

The cremation process

Sometimes, clients can find it difficult to understand why it “takes so long” for them to get their pet’s ashes back.  It is important for staffs and doctors to understand the process so that you don’t feel confused or thrown off when a client asks this question.

For that reason, I have created a page on our website that describes each step of the pet’s journey from the time the euthanasia is complete to the time they receive their ashes.

Clients asking for medication recommendations

Occasionally, clients will ask for advice regarding giving medication to their pet.  There are very strict regulations regarding this and it is very important that you know exactly what to tell them.

Policy on communications regarding matters that require attention

HPESC’s organizational structure is given according to our Organization Board (or “Org Board”).  This Org Board is displayed in the HPESC office and gives the names of each person who wears each organizational duty (or “Hat”).  

Differentiation of our services

It is important to differentiate between the 4 main services we provide and, understanding this, you will see how the need to schedule these in separate visits may be necessary.