Fido Doesn't Have a Credit Card
With Coleen Ellis
“Fido Doesn’t Have a Credit Card” is a session on communication – and how to make sure that the staff is spot-on with their communication skills so that clients really feel like their needs are being listened to and acknowledged. The training session talks about the “culture” of a business/clinic – and how to make the communication/verbiage match an organization’s culture. The session will also look at training and information on “how” to deliver bad messages to a client so that they still having a positive experience with the clinic – and are not one of those 20% of clients who leave a clinic because of how their experience was handled with the death care process. The session can be very interactive as well, with attendees serving up communication issues they have within their clinics so that a role play scenario could provide ideas on how to navigate the communication waters. Most often, the situation of “how to handle the pricing objections on services” will come up. With this, I will provide some good, solid, applicable techniques for everyone to take back to their clinic to implement. This session can also be a bit of a “train the trainer” session, too.
How to make sure that communication establishes a business's culture.
How to deliver bad information to a client so that they will still feel good about the outcome and their experience with the clinic.
How to handle price objections from clients.
In 2004, the death of her dog, Mico, guided Coleen Ellis to start Pet Angel Memorial Center, Inc.®, the nation’s first stand-alone pet’s-only funeral home, a center for people who wanted to mourn, memorialize and pay tribute to their special pets. In 2009, due to demand, Coleen founded Two Hearts Pet Loss Center, to guide people who wish to provide meaningful pet death care services in their communities, as well to be an educational resource in the pet grief discipline. She has a certificate in Death and Grief Studies Specializing in Pet Loss Companioning as well as being Certified in Thanatology. In the fall of 2011, Coleen released her first book Pet Parents: A Journey Through Unconditional Love and Grief. A native of Kansas, Coleen graduated from Fort Hays State University with a Bachelor of Science degree in Marketing. She lives in Indianapolis, IN, with her husband and business partner, Chris Burke, and their three four-legged children, Ellie Mae, Crisco, and Rudy.
Continuing Education Units (CEUs)
- CCPDT: 1.5 CEUs
- IAABC: 1.5 CEUs
- KPA: 1.5 CEUs
- IACP: 1.5 CEUs
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