Someone calling a vet is often worried. A greeting that is calm and clear about what to do in an emergency saves that caller a lot of stress, even when nobody can pick up right away.
Many smaller clinics do not offer their own 24-hour emergency care and refer callers to a regional emergency animal hospital outside business hours. State that referral number explicitly and up front; an owner with a sick or injured pet should not have to search a generic voicemail for an answer.
Three scripts you can use right away
Replace the parts in [brackets] with your own details.
Welcome message
“Welcome to [practice name]. We are currently in a treatment. Is this an emergency with your pet? Please stay on the line for our assistant. To book or reschedule an appointment, you can also email [email address].”
After hours
“Welcome to [practice name]. The practice is currently closed. We are available on weekdays from [time] to [time]. Do you have an emergency with your pet outside these hours? Please call [emergency clinic name] directly at [emergency clinic phone number].”
Voicemail
“You have reached the voicemail of [practice name]. Please leave your name, phone number and your pet's name, and our assistant will call you back as soon as possible.”
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