How to Talk about Care Memberships (scheduling to checkout)

Communicating with your Clients about Care Memberships from the first touchpoint is a key way to drive value. Each team member plays a vital role in educating Clients on how these memberships enable them to say "yes" to getting their fur baby the care they need. 

CSRs: AWARENESS (Scheduling/Check-in)
CSRs are a vital part of all Clinic Workflows as they are the Client's first touch-point with the Staff.

Scheduling:
When a Client calls to schedule, simply informing them that there is an option for them to split up the cost of their pet's upcoming appointment with a Care Membership. They can then text or email a link to the microsite directly to the Client. 

Check-In:
Curbside: If your clinic has a curbside protocol, whether the client calls or texts to inform you of their arrival, you can follow a similar script as scheduling:
"I've let the staff know you're here, someone will be out shortly! We offer Care Memberships that help to save on short-term and long term costs, click here to learn more/enroll while you wait: insert link here"

In-Lobby: Have 1-pager detailers printed out at the front, as you bring Clients into an exam room, hand them one and inform them that they can learn how they can cover today's cost with a Care Membership while they wait for the Tech or Assistant to come in. 

This info can also be sent via a text message template:
"You're booked for ____ at 0:00! We offer Care Memberships that help to save on short-term and long term costs, click here to learn more/enroll prior to your appointment: insert link here"

ASSISTANTS/TECHS: EDUCATION (In-room questions/personalizing/showing value)
The Assistant and tech will be able to answer any questions the Client has based off the links or one-pagers they received at check-in/scheduling. From there, the Assistant and Tech's role is to personalize the 'why': 
"Looks like Fluffy is due for annual lab work, Rabies and Distemper vaccines and needs a heartworm test and another annual dose of prevention - the total will be around $___, but if you cover it with the a Care Membership you'll only pay $___ today and still have Instant Account Credit left over for when he needs his bordetella in a few months!" 

DVMS: REINFORCEMENT (here's what needs to be done, here's how we can help make it happen)
The DVMs can truly drive it home. Reinforcing what the Tech/Assistant said about the Pet's specific needs. 
"I'm sure the team let you know about our Care Memberships, that would make the cost of the dental we're scheduling today a lot easier on your pocket book, plus it will leave room in the budget for anything additional that may need to be done once we get in there and can take a look around!" 

CSRS: CONFIRMATION (One more opportunity to save before check out)
CSRs also play a huge role at check-out by simply asking if a Client will be covering today's visit with a Care plan. At this point in time, the Client has received their total invoice and can now decide if they want to pay that full amount today or opt-in to save today by enrolling. 

You can also find a printable visual for your team in your Care Google Drive: 
Curbside Clinic Roadmap resource:


Traditional Clinic Roadmap Resource: