Using the Draft feature on our website
When you get a Prospect with whom you have a significant conversation, you will create a “Draft” appointment in our Website system. This will store the client’s information, pet information and in the notes, you will write any notes regarding the pet, the situation they are facing, what disease the pet has, how long he was given by his veterinarian, etc… basically, any information that will serve as your memory as well as the next CCS who will answer the phone when the client calls back.
The Draft is filled out in the same manner as the “Create an appointment page” except that you do not have to fill out all the mandatory fields and when you are done filling out the information you want to input, you hit “Save Draft” instead of “Create Appointment”
These drafts will also be used for you to do some follow up calls, particularly when things are slow, so that you can generate some further business OR goodwill.
You can get very creative in your follow ups. Here are some examples of how you can use follow ups as outflow:
If you closed them, you can follow up AFTER the euthanasia to see how they are doing, if everything went peacefully, how the doctor was, etc…
If they cancelled because they found someone cheaper, you can call them to make sure everything went peacefully and let them know you were thinking about them. Talk about CARING! Whoever did the euthanasia probably won’t even call them to see how they are doing and they will tell their friend they wish they used US! They might even leave us a review to say how amazing we were that we cared enough to call them when they didn’t even use us.
If they are preparing, I have several templates you can use to follow up, always in the spirit of helping them, caring, compassion.
When you want to locate a Draft, you go to the Draft page and search for the client or pet name just as you do when you are looking for an appointment in the Appointment List page.
If the client is ready to make an appointment, you will need to verify that all the entered information is correct, fill every mandatory field and hit the “Create appointment” Button.
The Draft feature is very useful tools for you, for your senior and your fellow team members. Make good use of it. Don’t make them just an “admin exercise” or “something your senior wants you to do”. Use those drafts to generate more business and improve your statistics!