Giving quotes
In our money-oriented society, the first reactive inquiry regarding a service is “How much it costs?”. But in the end, “how much it costs” is rarely the determining factor, especially when someone is seeking a service as sensitive as the service we offer. Just imagine, if you were making arrangements for your parents or your child’s end of life care, be it hospice or funeral, would you just go and pick the cheapest service regardless of their level of compassion, care, dignity? Or would you, in the end, choose the service you truly believe will take the best care of the person you love most? The one where you were treated with the most compassion, respect and dignity, even if it cost a bit more? The service you believe will treat your most loved ones with compassion, respect and dignity? Would you just go and pick the cheapest service even if they just treated you as a number? If the person you called treated you coldly, with fake sympathy, disinterest, just talking about money and numbers? Now imagine that you were calling a pricey service and they just asked you a bunch of questions mechanically, evidently filling out a form and told you how much it cost. What would you think? Wouldn’t you hang up and think “Screw you, I’m not putting my mom in your money grabbing hands.” and pick up the phone and call the next number?
The point is that yes, you will need to give them a quote. Yes, this will likely be the first thing the prospect will ask you. However, it will rarely be the most important factor in their decision and your job is to make them realize this. How will you do this? By using the most valuable personality trait of a good salesman: CURIOSITY. Be interested in the prospect. Be interested in their pet. Like, REALLY, GENUINELY, SINCERELY INTERESTED. What is their baby like? What does he mean to the prospect? What kind of pet is he? Is he big, small, a lap baby, a ferocious guard dog? Was he there for your caller during hard times, happy times? Now, is he suffering? What kind of disease does he have? Is he just getting old? Is he 19 or 20 years old and was in your prospect’s life for more than half their own lifetime? Was he their first baby in their marriage? Is he only 4 years old and has an unusual disease and was robbed of his life by some terrible devastating disease? Why do they want to do it at home? Don’t drill them with questions. Use those questions to start a conversation and become intimate with them. You don’t become intimate with someone by just asking questions. Questions are part of it, but it’s the flow of conversation, your genuine sincere interest and compassion that will get you there.
That’s why you ask questions. Because you are INTERESTED. Not to gather data. Because you genuinely want to know about this person. This is what will make your job interesting and fun. To find out about all these different people’s lives with their pet. They are not just another number. Another close, another notch in your belt. They are real. They suffer because their pet is dying. They experienced joy and life and livingness with their pet. And now you are helping them to make their baby’s last moments not only tolerable, but memorable. A beautiful end to an amazing relationship. They will be comfortable, loved, safe, not scared. They will not see fear and suffering in their baby’s eyes in its last moments. THAT’S WHAT YOU ARE SELLING. So, is price the most important factor in that decision? Absolutely not. Is it a factor? Yes. Although for some people, it is not. I’ve helped people living in a trailer in absolute squalor, on social security, who paid the full price of my service with ashes and a paw print and everything because this moment was so important to them. If someone really wants to give this final gift to their baby, they will figure it out and price will be a factor, but if you do your job well, if you are curious, interested, compassionate and caring, they will use our service. They will open up the conversation with statements to the effect that they have no money, that they are on social security, etc, to elicit sympathy and show you that they need to have the service for free, but your job is to show them that our service is valuable and worth every penny (this is often a comment in some of our hundreds of testimonials: expensive, but worth every penny). Whether they live in a mansion in Newport Hills or in a trailer in a back alley in Garden Grove, they will figure out how to give this gift to their pet IF YOU DO A GOOD JOB AND SELL THEM ON THE VALUE OF OUR SERVICE.
If you treat them in a brush off manner, if you are not sincerely interested, if they get the idea that you are just asking them a bunch of questions to just give them a quote and move on with the next prospect, if you become jaded about the situation they are in and the uniqueness of their own loss, if you treat them like a number, price will become the most important factor and you will lose them. Whether you close the cycle or not depends on whether or not you established a connection with the person at the other end of the line.
With that said, when it is time to give someone a quote, here are the technicalities you need to go over.
Giving accurate quotes
You will need to work out the cost of the service for each individual case. When we close a visit, our policy is to ALWAYS give a quote, even if they don’t ask for one or even if they say they don’t need one. If someone calls to inquire about our services for future reference, you don’t need to give them a quote unless they ask. As a matter of fact, if they don’t ask about the price and you tell them the price, you have just messed up. It can actually look like we are a money oriented service if we start talking about money and how much the service costs when they don’t ask for a quote. So rule of thumb, if the person does not ask for a quote, don’t give one unless they close. And if they close and you have gotten all the information you need, name, address, what kind of cremation they want, phone numbers, etc… the last thing you do is you give them a quote. If you are about to give them a quote at the end and they say they don’t need one, just tell them you understand, but it is our policy to make sure they know the exact cost. Don’t make it complicated unless they ask for the details. Just tell them that including everything they requested, the total is $_______.
Fee Schedule
Be thoroughly familiar with our Fee Schedule. We have removed our fee schedule from our website in order to force prospects to reach out to us so we could have an opportunity to speak to them and enlighten them on our services and build the relationship. A website and a page with numbers on it does not build a relationship. YOU DO.
Weight of Pet
You will need to know the size of the pet to give them an accurate quote. First find out if it is a cat, a dog or some other kind of pet. If it is a cat, you don’t need to know how much they weigh. You won’t get a cat, rat or rabbit large enough to make a difference price-wise. If it’s a dog, you’ll need to find out how much the dog weighs; especially when dealing with a medium to large breed of dog. If you know you are dealing with a Chihuahua or a Yorkshire Terrier, again, asking the weight is unnecessary (you’re not going to get a 50+ pounds Chihuahua) and if you ask “how much does he weigh?” you’ll sound like you are filling out a form. If the weight is over 125 Lbs there is an additional charge. If the dog is over 30 lbs, they may prefer to have an assistant come and help lift which involves an additional charge. Patter: “How big is __________ (name of pet)? Example: You: “How big is Fido?” Prospect: “Oh, he’s medium size.” You: “Oh very good, so he’s about 30lbs?” Prospect: “Oh, no, I think he’s more like 55”. Do you see that you achieved your goal of finding out a number with a conversation rather than shooting a question at them and getting a technical answer?
Aftercare
Then ask if they would like the ashes returned to them (we call them ashes because that is what is real to most people, even though they are technically “cremains” [coined from cremated remains] and not ashes). In this case, they may choose either the private or the individual cremation. We also offer families the options to have a Private cremation with Viewing for those who wish to view the pet entering the cremation chamber and to stay there until the cremation process is completed. It is not necessary to specifically go into offering a private cremation unless the prospect specifically mentions that they want their pet ALONE. If they say something like that, then you will discuss the difference between Individual and Private cremations, making sure they understand the price difference and that there will be NO difference in terms of the family getting only their baby’s ashes back.
If they do not wish to have their pet’s ashes returned to them but want us to take care of their pet’s remains, then the only option is the communal cremation.
When people are just calling for a quick quote, I usually tell them something like, “The cost depends several factors depending on your preferences such as the weight of your pet, the type of aftercare you choose, where you are located and whether the visit is done during regular operating hours with an appointment or outside of regular hours.” That way they understand that we can’t just give them a number off the cuff, and it opens them up to talking more about the pet and what they are going through. “Tell me about ____________” (name of pet)… “Tell me about your situation”… And weave the information gathering with the purpose of giving them a quote within the frame of a conversation, building trust, interest and compassion.
Paw Prints
Our paw prints are different (higher quality, thicker and better made) than any other paw prints I have ever seen done with any other service. They also have the option of having the pet’s name engraved on the front and a quote engraved on the back. You do not need to ask the prospect if they want a paw print unless they mention it. They will have to fill out the paw print form with the documents they will be given. If they inquire about a paw print however, you need to be familiar with the different paw prints we offer. See our Paw Print page on our website: https://www.homepeteuthanasia.com/services/aftercare-body-care/clay-paw-prints. You can also refer the prospect to this page so they can get reality on the product we offer.
In either case, don’t spend time going over the different models. Send them to the website to look at them. The cost of each model is plainly displayed on the website. Tell them that we offer beautiful paw prints that range from just plain to very aesthetic and elaborate with pearlescent colors and that they can see them on our website. Email them a link to the Paw Print page and let them look at them and choose. Sometimes, they will already have looked at the website and they know which Paw Print they want, so in that case you can include it in the quote.
Location
Get the location where the euthanasia is to take place. “Where are you located?”… This determines if there will be a travel fee. Look up their city on the Fee Schedule and it will tell you how much travel fee to charge if any. For locations over 50 miles, let them know that you need to ask your Office Manager what the travel fee will be and if we have a doctor available to go to that location. The manager will make the decision as to whether or not we can service them in that area.
Off hours
If it’s off regular hours, see the Off Hours And Emergency Fee Schedule for the specific charges listed by day and time.
OK to lift?/Assistant fee
If the pet is over 30 lbs., tell them that due to the size of their pet, the doctor will need help with lifting the pet afterwards. Let them know that we may be able to offer Assistant Services and someone will come out to help the doctor. See the fee schedule for the additional assistant fee and let them know that we would need 24 hours notice to ENSURE that an assistant is available. If under 24 hours, let the prospect know that you will have to find out if someone is available to help.
Tell them that everything will be done gently and in a dignified manner, that we use a soft stretcher and that their pet will be covered with a nice blanket and that the ONLY thing that the doctor needs help with is to lift the pet to the vehicle and that they will not need to help with any other part of the visit. They can honor their pet by being pall bearers. Most families prefer to limit the number of strangers in the family in such a private moment of grieving and prefer to help themselves, but if they feel physically or emotionally unable to help carry their pet after the pet has passed away, we might be able to arrange for an assistant. Please follow our safety policy for lifting:
In order to safely plan for lifting the pet to the doctor’s vehicle, the number of able and strong people required, in addition to the doctor are: Pets under 75lbs : 1 person. Pets 75-99lbs: 2 people. Pets 100-l39: 3 people. Pets 140-175lbs: 4 people. Pets 175lbs and over: 5 or more (rule of thumb: no more than about 35lbs per person to minimize risks of injury).
For Pot Bellied Pigs and for giant breeds, regardless of weight, a minimum of 4-5 people in addition to the doctor may be required.
Use the Fee Schedule to determine the costs of the euthanasia, cremation, travel fee and then extra costs like time frame and assistant fees. The Prospect Call Form lists the types of things we need to charge for to help you with this. Add everything up and tell the person “The total charge including __ , __, __ and __ will be $____. Example: The total for our service, including the visit to your home, the euthanasia, the doctor taking Fifi’s remains back with her, the individual cremation and return of Fifi’s ashes, a paw print and the afterhours fee would be $980. Do not break up and state each charge. DO list all the services they are getting for the price but do not break down each fee individually when giving the total quote. Example of what not to say: The fees are: the euthanasia is $425, the individual cremation is $325, the paw print is $70, the travel to your home is $140 and the after hours is $75 so the total will be $1035. What you DO say is: The total, including the doctor’s visit to your home in ____ (name city), the euthanasia, the cremation with return of ashes, the after-hours fee and the paw print is $1035.” Do not use the words, “Dr. Forslund charges...” or “They charge” we are a team so it is, “We charge” or “The total charge is...”
Let them know that we take cash, check or credit card. This is all done with very high caring. Remember, they are in a state of stress and loss and are likely upset. Help them the best you can by having and communicating a lot of understanding. If they say something like, “Wow, that is a lot of money,” just be understanding with them, remind them that our purpose is to avoid _______ (whatever their “important reason” is) and that we want to give them the best possible service in this difficult time.
Discounts
We only have senior and military discounts. Any other requests for discounts have to be run by the ED or Manager. If they inquire about a specific discount that is not covered in our policy, do not tell them that you will check with the manager. Just give them the usual quote. Then send an email to the ED or Manager and ask about the discount and if it is approved, it will be a nice surprise for them. However, if the discount is not approved and you told them that you would “check with the manager” it can be very disappointing to them and might result in them canceling. So just do the usual. It’s OK to ask the manager, but don’t tell the client that you will ask for a special favor for them and then not get it.
Fees Charged for Quality of Life v/s Euthanasia Visits
See the policy on “Scheduling QoLs”.
When making an appointment for a visit when the family requests a pre-euthanasia assessment, please never say anything about the possibility that there will be no charge for the evaluation if it is short. People hear only what they want and if you ever say no-charge about anything, they will swear that you said it would be no charge regardless of what comes after the word no-charge.
With that said, if the doctor deems that the evaluation was brief and they immediately proceed with euthanasia within a few minutes, they may, at their discretion, not charge for the evaluation. Doctors will get 40% of whatever fee they charge for the pre-euthanasia evaluation.
Whenever the client requests that the doctor perform a pre-euthanasia evaluation, the client will have to fill out the Pre-euthanasia Assessment form. This form is now part of all the regular forms they have to fill out on the website. The doctor should have some hard copies of this form in their bag. If the client asks you “Do you think it’s time?” or “Am I making the right decision?”, if the doctor feels comfortable saying “yes" with one glance at the pet, they do not have to get the family to fill this out. However, if this requires any questioning on the doctor’s part, any history gathering, any exam, then the doctor has to get them to read and sign the form so that the family realizes that they will not get into an hour long discussion without charging.
How To Charge When Pet Has Bitten Someone In the Last 2 Weeks
See “Biting Pets” policy of the hat on how to charge when the dog involved has bitten someone in the last 2 weeks and broke the skin. Charges are very specific in this type of case.
Methods of Payment accepted:
We take cash, Checks and all major Credit Cards.
Closing remarks
The most valuable pay is the satisfaction you get from building relationships and knowing you helped. True, you couldn’t survive in this society without a paycheck and we are happy to exchange your time and the value you bring to this company with money . But when you put your head down on your pillow at night, will you be reminiscing about how much money you made or will your heart be full of the people you met, how grateful they are to you for the help you brought them and that YOU are the person who listened to them and provided them with a solution for the difficult time they are faced with? Which one will bring you the most satisfaction? The RAVE YELP review mentioning your name personally, the thank you email you got or will you be dreaming about how much money you have in the bank? Which one will fill your conversations with your friends? Would you prefer to text them a picture of the number on your paycheck or will you forward them an email with a link to a fantastic YELP review that has YOUR name on it, how amazing you were, how much you helped them in this difficult time, how compassionate and caring you were?
There is a reason why your stats monitor not only the number of closes you made but also your percentage (%) of closes. The number of closes represents how much money you made for the company (and how much you personally contributed). Your % of closes monitors how caring you are. How interested you are. It measures your value to the people you spoke with in terms of help, compassion, caring.
I’d rather see someone take 20 calls and close 15 (75%) than someone take 100 calls and close 15. Both will mean the same amount of money in the end. But I know that the person who closed 75% really cared about the people they spoke with and that real compassion was at play while the one who closed 15% treated them like the next number in a long line of callers.