Answering Phone:

• “Hello – thank you for calling Monarch. How may I help you,  this is ____  ?”  (use your name as close to the end – they remember it better.) customer says their pet is deceased. “I'm sorry you are going through this, I'll try my best to help you.” "If at any time you feel overwhelmed and would like a call back, is this the number I can reach you at? dictate 123 456 7890 to check.
• “May I ask your name and your pet's name?”
• “Is your pet a dog or a cat? male or female? Do you know how much he/she weighs?”
• “Are you able to come to our location or do you need someone to pick her/him up?”
• “Can I have your address please?” *note the county, there are differences in pricing
• “Are you looking for a private cremation where you receive the ashes back in a wooden urn or a communal cremation and the cremains are spread at sea?”
• You should be able to quote a price at this point. “That will be ($250.00), I'll need to collect payment so we can schedule the cremation/pick up. Will you be paying by credit card? you can give me the numbers on the front of the card whenever you are ready.”
• “Thank you. Next, I'll schedule the driver and call you back to let you know when they will be there. Or I'll be here in the lobby when you pull in. ”
•  

Closing the call: 

• “Thank you for reaching out. If you need anything, don’t hesitate to call back, again, my name is_____”
• “I’ll  be thinking about you today?”

Tips and Words to use:

• Always get the owner’s name, Pet’s name and male or female. Write it down and use it over and over again
• Don’t say ‘Die’ say ‘Pass’  = “When did he pass?”
• Say Cremated NOT Aquamated
• The body is reduced to bone ash.   (Reduce or reduction are the words to use for the ‘process’)
• ‘Rather than a burning process with fire cremation,  we are using water to provide a gentle reduction’
• Brevity is good
• Don’t make people repeat the story – especially in our industry. It is ok to say you don’t know.
• Don’t make assumptions – don’t come with solutions before you know what they want.
• If you cannot tell if the pet has passed or not -  “May I ask if he has passed already or are you enquiring in advance?”   If the pet has not passed yet, “I’m sorry your dog/cat is not doing well.”
• Express empathy not sympathy
• They are not clients/customers but Families
• We like to call the bodies ‘Angels’
• May I ask your name?  /  And what is your pet’s name?  
• Each pet is in their own ‘Private Chamber’. 

DIAL

• D – Deliver Sincerity. Don’t act bored or unengaged. 
• I – Inflection – never have an UM, don’t stumble, Don’t be unsure – and practice.   Think about the way you sound – would you trust that guy?  Don’t sound valley girl (upspeak)
• A – Avoid……  not knowing pricing and services, mouth marbles, not clearly saying YOUR name, excuses, and the hold! 
• L – Listen. Don’t overtalk, don’t make owners repeat themselves.