Cancellations:  Cancellation Fees and Handlings of Cancellations

In the event that a client calls to cancel a visit, we usually do not charge a cancellation fee unless the doctor is already on the way (within one hour of scheduled appointment).  In this case, a minimum visit fee will be assessed plus travel fee and after hours fee (if the doctor is already outside of our immediate travel area of 30 miles) plus off hours fee if applicable.

Advise the doctor immediately by phone, text and email and change it to the appropriate cancellation color on ical (our color code for cancelled/postponed appointments).   When you note a canceled appointment in the calendar, open the appointment and at the very beginning of the text, write:  CANCELED, with your initials and the reason it canceled.

When a client calls to cancel a euthanasia appointment, first, get their name and the name of their pet and ask them if you can put them on a brief hold.  Then locate the appointment in the calendar.  Get in communication with them and ask them what is going on with their pet.  

Pet is doing better

If their pet is doing better or they want to wait to make sure, let them know that you understand and that we will be there for them when it is time.  Inform them that we offer Quality of Life Assessments and Hospice Visits (see section on scheduling Hospice visits) and ask them if they would like to keep their appointment and turn it into a QoL visit to make sure that the pet is comfortable enough and has good enough QoL to delay the euthanasia.

This service can help them to see more clearly what is happening with their pet to make sure they don’t do it too early nor past the point that their pet is suffering or in danger of facing a crisis and/or to help them optimize their pet’s Quality of Life through hospice.  For example, we can help them with pain control, modifying activities to ensure that the pet can find happiness despite his/her limitations, etc.  The whole point is to offer the family help in making the right decision for their pet and to make sure that the pet does not suffer needlessly and can enjoy optimum quality of life in its last days or weeks and to also make sure that we, as pet owners, do what is best for the pet.  If they do not want this service at this time, minimally direct them to the QoL section on our website.

Please note that if a client calls to cancel an appointment and you salvage it, the close goes to the person who salvaged the appointment.  For example, if Client Care Specialist A closed “Fifi Smith” and the next day, Fifi’s mom calls to cancel the appointment and Client Care Specialist B handles them expertly, with compassion, caring and gets them to not cancel or to change their appointment to a QoL, the close goes to Client Care Specialist B, not A.  

Pet has passed away:

If they cancel because the pet has passed away, give them our condolences for their loss and offer them our Aftercare Services and ask them if they would like help with their pet’s aftercare.  The same applies here in regards to who gets the close.  If they call to cancel their euthanasia appointment because the pet passed away and Client Care Specialist B takes the call and sells them our Aftercare Only service, B gets the close unless the client is calling us to inform us that the pet has passed away and they just want to let us know and they say they still want to use us for the Aftercare services.

Other reasons:

There may be other reasons for a cancellation.  It is good to get the reason and to note it on the prospect sheet and on the ical.  It is possible that such a consideration may be handled by giving them their “important reason” (see section above on “Important Reason”.  For example, tell them:  “I know it is important for you that Fifi does not die on a cold metal table and I want to do all I can to help you avoid this….”  And continue the conversation in an appropriate manner, offering help, finding out if it is due to the cost, let them know we accept credit cards.  Also keep in mind that we sometimes have financial help programs.  If we have a current financial aid program we will let you know.  Just find the consideration and handle.  Again, curiosity is the main quality that makes a good salesman.  

Pet Parent is “not ready”

Sometimes, a client will call to cancel because “their husband is not ready” or some family member is “not ready”.  Gently and kindly remind them that it is not about them but it is about the baby and that it is important for a pet parent to set aside their own feelings and to do that is best for their baby.

Emergency Calls

When  closing an emergency call (the pet appears to be in acute distress or “crashing” in addition to taking all the client information as per above, we will collect the credit card number, expiration date and CCV code so that the charges can be processed.  The client will be advised that once the doctor is on the way, there will be a cancellation fee which will include any off hours fee or emergency fees and a minimum visit fee (see fee schedule).  If the pet passes away before the doctor gets there, they have the option of us taking care of the aftercare and cremation for them and they will be reimbursed for the difference in cost.  If they do not wish us to take care of the aftercare and the visit is cancelled after the doctor is on the way, there will be a minimum visit fee, plus after hours fee, plus travel fee if applicable.