Helping our clients improve their quality of life with a support animal

California Renewal: About to Expire Script

VIEW PREVIOUS ORDER HISTORY AND CHECK PREVIOUS MHP STATUS!!

Hello, may I speak to [Customer's name]? My name is [Your Name] with US Service Animals and I’m reaching out today regarding your expiring / expired prescription letter. The reason for my call is that your prescription letter is set to expire on [Date of Expiration] and when it does, you and [Pet’s name] will no longer have the protection of The Fair Housing Act regarding living with your pet. So I wanted to take a few seconds to get your letter renewed today so you don’t lose that protection. I want to let you know this call may be recorded for quality assurance purposes. So let me make sure there are no changes to your information and we’ll get you all taken care of today!

Meat and Potatoes (Reminder)

Just to review your rights, Under the Fair Housing Act, your landlord or property manager cannot discriminate against you - even if they have a no pet policy. They cannot charge you pet deposits, additional rent, or impose any breed or weight restrictions on you, regardless of what’s in your rental agreement.

Keep in mind this is a very technical letter and to be valid, it must be written by a licensed mental health professional in [Customer’s State] so you can claim this federal right. If you still meet the criteria and are approved, you can have your letter emailed to you within 24 hours.

Also with your renewal, you will still have access to our ongoing legal support should anyone ever violate your rights. And if your landlord requires any additional forms to be completed we provide that service as well. So is the best email for the provider to send your prescription letter still…..?

[If the customer is a California resident and will be placed with the SAME MHP from last year:]
[ Confirm Customer’s Profile > Confirm ESA Animal Profile[s] > Place Renewal Letter [105] in Cart > Confirm “Housing” Radio Button is toggled > Confirm Animals Requesting ESA Approval > Proceed to Upsell > Reassign to MHP from last year > Move to “Waiting Room” ]

[If the customer is a California resident and will be placed with A NEW Mental Health Professional for this renewal:]

So California law [AB468] requires that a licensed mental health professional establishes a client - provider relationship with the individual for at least 30 days prior to prescribing an ESA letter. This requires two sessions with the provider and requires us to wait 30 days before sending any documentation stating that you’ve been approved. Since you’re in California, this law applies to you. Upon approval and completion of these requirements, your letter will be emailed to you immediately.

So the consultations are priced at $179.99 each but I’m going to discount your second to just $50.00, bringing your total down to just $229.99 for both consultations. So what we’1l do is just gather some information about you and your animal and put a pre-authorized hold on the funds using your debit or credit card, just like a hotel or rental car company would. And if for some reason you are not approved, that hold is released and you will not be charged. The fee covers your two consultations, your prescription letter, and our ongoing legal support.

[Confirm Customer’s Module > hit Begin > Confirm ESA Animal Profile[s] > Place CA Consultation for ESA Housing Letter [ 289 ] in cart > Confirm California Radio Button is toggled > Confirm Animals Requesting ESA Approval

______________________________________________________________________________

I want to take a moment to tell you about our pharmacy savings program — a great way to save money and make life easier for you and [Pet’s Name]. Your purchase qualifies you for an immediate discount of 10% off of almost any product on your first order, or 10% off most AutoShip orders through our pharmacy! Think about it: your flea and tick prevention, heartworm medication, and thousands of other products [Pet’s Name] needs can be delivered to your door — automatically and at a discount. Not only is it convenient, but we also offer some of the lowest prices available; combined with your coupon or AutoShip savings, you can’t go wrong! You’ll receive a quick email with the details, or just click the Pharmacy button in the navigation bar of our home screen. When you’re ready to check out, enter the code CALL10 for your 10% savings, or set up an AutoShip to save 10% every month on products you’re already buying. It’s that simple — convenience, savings, and peace of mind knowing [Pet’s Name] will never miss a dose! Remember to enter CALL10 at check out or set up AutoShip for our best discounts.

ESA UPSELLS

So I have you both set up in our system and I have placed the consultation in your cart. The next thing I want to discuss with you is incredibly important, which is identifying [Pet’s name] as your ESA. Do you currently have anything that outwardly identifies him/her as your ESA?

Having this identification will function in the same manner as with any other working animal you may have seen in public. If you have ever encountered a working animal in public, what caused you to identify them as a working animal? Exactly, seeing that uniform prompted you to give them space and respect their role and it will do the same thing for you. To help with this, we have created some packages that include everything you’ll need to identify and document [Pet’s name] as your emotional support animal. This Gold package option is only available through me and the pricing is better than anything you’ll find on our website.

ESA Gold Package (Identification): [ Vest: 329 / Bandana: 331 ]

This comes with:

An ESA registration, providing you and [Pet’s name] with an ESA registration number and inclusion in our national database, certificate and ID card in both digital and hard copy format
Your choice of an ESA vest or bandana
The vest includes both ESA and Do Not Pet patches
A leash and collar, both embroidered with Emotional Support Animal
And an ESA collar tag
[ Only if ESA is a DOG ] As a further thank you for your Gold order today, we are sending you a $20 off promotion for our sister company, Dog Academy. This gives you $20.00 off of your first training course for [Dog’s name] and is a wonderful way to introduce new concepts to your dog.

This package equips you with everything you need going forward. The retail price is $259.98, but today with your renewal consultation and prescription letter, I can offer you 50% off and get it to you for just $129.99. What color vest or bandana would you prefer for [Pet’s name]... Red, Pink, or Camo? [ get answer] And would you prefer the vest or bandana for [Pet’s name]?

[If sold, return to OPS > Add Package to cart > Request customer measure animal > Check sizing chart > Select sizing / color options > Assign to correct animal from the drop down menu > Proceed to ESA VIP ELITE PROGRAM ]

If the customer declines or objects, move to Silver Identification or Documentation :

If you don’t mind, because this is so important, let me quickly introduce our most budget friendly option. This option is called the ESA Silver Pack.

ESA Silver Package (Identification): [ Vest: 334 / Bandana: 333 ]

This comes with:

Your choice of the ESA vest or bandana
And again with the vest you get both sets of patches
You get the matching ESA leash and collar
Along with that ESA collar tag

This option has all of the main identifiers you’ll need when out in public. Normally, it retails for $179.96. However, with the renewal consultation and prescription letter, I’m allowed to offer a 50% discount as well, which makes it just $89.99 today. The vest and bandana come in a range of sizes, would a [size option] be the best or do you think a [size option] would be better for [Pet’s name]? And would you prefer the vest or bandana for [Pet’s name]?

ESA Silver Package (Documentation): [ 338 ]

This comes with:

Your ESA registration and ESA number, certificate and ID with both digital and hard copies
As well as an embroidered ESA collar and collar tag

This includes all of the additional documentation you’ll need. This is normally priced at $179.96 but with your renewal consultation and prescription letter I’m allowed to discount this 50%, making it just $89.99 today. The collar comes in sizes from x-small to x-large, would a [size option] be the best or do you think a [size option] would be better for [Pet’s name]?

If the customer declines or objects, move to Bronze Identification or Documentation :

I understand, I’d feel bad if I didn’t at least try and help you get the most important item(s) for [Pet’s name].

ESA Bronze Package (Identification): [ Vest: 17 / Bandana: 167 ]

The most important part of identifying a working animal is the vest or bandana. If you at least have one of these, it will make things much easier for you. I can offer just the vest for $59.99 today or the bandana for just $29.99. Which would you prefer for [Pet’s name]?

ESA Bronze Package (Documentation): [ 339 ]

For documentation purposes, I can provide the ESA ID card, an ESA collar and collar tag for just $39.98 today and you can get that collar in red or pink or camo. Which would you prefer for [Pet’s name]?

If the customer still says no to either of these options:

Not a problem. Should you ever change your mind, you can always find some of these items online in our store.

ESA VIP ELITE PROGRAM: [For 1 [396] // For 2 [397] // For 3 [398] ]

And finally, your order qualifies for our VIP Elite program! For only $24.99 per month [ Read only for multiple animals: and $5.00 for each additional pet, up to 3 ], you will unlock immediate savings of at least $450.00, so it literally pays for itself! The best part is the first 30 days are on us, try it out and if like most of our customers, you decide to keep it, it's only $24.99 / $29.99 / $34.99 per month charged to your preferred payment method.

Your Elite membership includes:

Free ESA letter renewal with free document and uniform replacement if needed and we will remind you when the time comes. This alone is a $215 value.
Save $115 each year with Pumpkin, our wellness partner. This plan includes $75 for wellness exams and $40 for vaccines. Just visit your vet, submit a claim in the Pumpkin portal and get reimbursed within a couple days. It's that simple! Your email activation will come in about 30 days and from there you can continue [Pets Name] wellness journey with less out of pocket cost concerns!
Special VIP pricing at our online pharmacy which is typically 10% cheaper than the major online pet pharmacies and as a further incentive, offers 10% off of auto-ship for many of the most commonly used products.
24/7 Televet - $100+ value if it saves even one vet visit!
Access to most Dog Academy online courses and video library which includes hundreds of videos and dozens of courses that normally sell for hundreds of dollars individually!
$20 credit towards an in-person or online dog training session at Dog Academy
10% off of any purchase you make on our site
We’ll also engrave a personalized collar tag for [Pet’s name] with your phone number - is the number on your account okay for the tag? Great, let’s verify your shipping address!

Limit of 2 free tags per household; additional tags are $9.99 each [345]

[ Add to cart: For 1 Animal [396] // For 2 [397] // For 3 [398] > Select Tag Size > Assign VIP (to dog if possible!) ]

Only If the customer declines, proceed to ESA VIP Program:

I completely understand! A few clients do start with the Basic VIP just to get a feel for it, so you’ll still get the first 30 days on us and if you decide to keep it, it’s only $19.99 per month charged to your preferred payment method. It includes:

ESA VIP PROGRAM: [ 370 ]

Next year’s renewal consultation, already paid in full!
You have unlimited and immediate access to 24 / 7 TeleVet services and exclusive discounts with over 50 Pet Partners.

Offers live chats and one on one video sessions with a veterinary professional
Wide selection of toys, supplies and treats custom tailored for [Pet’s name] needs
High quality pet foods, supplements and wellness plans for all ages, breeds and sizes
World’s largest network of 5-star pet sitters and dog walkers

[If an Upsell was purchased] You get FREE document and product replacements
[ If a Consultation was purchased ] 10% off any future purchases
Direct line for priority assistance with our VIP customer care line
Immediate access to ESA Training course from Dog Academy
We’ll also engrave a personalized collar tag for [Pet’s name] with your phone number - is the number on your account okay for the tag? Great, let’s verify your shipping address!

[ Limit of 2 free tags per household; additional tags are $9.99 each [345] ]

[ Only if ESA is a DOG ] As a further thank you for your VIP order today, we are sending you a $20 off promotion for our sister company, Dog Academy. This gives you $20.00 off of your first training course for [Dog’s name] and is a wonderful way to introduce new concepts to your dog.

[ Add [ 370 ] to cart > Assign VIP (to dog if possible!) Proceed to Shipping ]

SHIPPING:

And what is the address we ship this to? [ Verify, Verify, Verify! ]

And the billing address - is it the same as your shipping address?

[Click Verify / Save > toggle radio button IF address is correct! Proceed to Pet Insurance if there are no hard goods in the cart to be shipped ]

Great. Products ship within 24 hours Monday thru Friday! Please keep in mind that shipping can take anywhere from 10 - 15 business days. If for any reason you don't receive your purchase by this time, please feel free to give us a call back.

PET PARTNERS: ASPCA Insurance [ For Customers with Dogs + Cats Only ]

As one of our customers, you now have access to a free, no obligation quote for pet insurance. Just to give you an idea, pet insurance can help with vet visits, accidents or emergency care. Would you like me to send a little more information to your email about this?

[ Select appropriate Yes or No for all affiliates but WAIT to click red “Submit Affiliate Lead” ]

RECAP:

Click Refresh + Scroll Up in OPS and Check the Cart Line by Line!

So [Customer’s Name] let me just give you a quick recap of your order. Today you are receiving:

Your Teletherapy renewal consultation
Your ESA prescription letter written to federal guidelines pending provider approval
Our ongoing legal support
If Purchased: And [Pet’s Name] [ Gold / Silver / Bronze ] package
If Purchased: And your VIP membership with all of the benefits we spoke about, which includes that first month free today!
So your total comes to just $______

And the numbers on your card when you’re ready? [Enter CC info]

And I just need your authorization for this $____ charge for you and [Pet’s Name]? Thank you!

[ Click both “Submit Affiliate Lead” + “Place Order”]

HIPAA

[ If you are using the same MHP from last year, directly assign customer to their waiting room > NO HIPAA IS NECESSARY > Proceed to WAITING ROOM ]

[ If you need to reassign to a new MHP, go to STATE SHEET and RESEARCH OPS: compare MHP SCHEDULE on State Sheet with order of MHPs in their state in Research OPS: assign the next MHP in proper rotation and SEND THE HIPAA ]

If MHP IS Available to Schedule:

Ok, [Customer’s name], I’m going to take a few moments to assign your Mental Health Provider to you for your consultation. This will take just a few clicks of my computer so bear with me just a moment - I want to make sure we move you in with the right provider today.

Ok, [Customer’s name] our last step is to get your ok for the HIPAA consent form so that our health care professionals have your approval to discuss your health and then we’ll get you into their waiting room. After you sign your HIPAA, you will be automatically directed to complete a secure, online assessment. We encourage you to complete this prior to your consultation. So I have just emailed that HIPAA form over to you and I just need your e-signature so I’ll stay on the line with you while you sign. So just let me know when you have found it and I can walk you through it: Just click ‘I Agree” and this loads the form; scroll down to the bottom and place your name in the box just as it appears and then click “I Agree” and when you get the green “Thank You” and see that assessment let me know so I can check to see we got it back!

[Confirm consent is obtained by checking “Patients” in OPS > Status: moved to “Waiting” > proceed to Waiting Room ]

[IF CUSTOMER IS NOT RECEIVING THE EMAIL. FOLLOW TROUBLESHOOTING GUIDELINES. ]

If MHP IS NOT Available to Schedule:

Alright, [Customer’s Name], the final step is signing your HIPAA consent form so our healthcare professionals can speak with you regarding your health. Our team will be reaching out multiple times within the next 24 hours via text, email, and phone to assist with this process. Do we have your permission to follow up using these methods?

If yes: Include consent to Assign MHP Channel

If no: Clarify preferred method of communication in Assign MHP Channel

WAITING ROOM: for SAME MHP FROM PREVIOUS CONSULTATION

Thank you! So [Customer’s Name], let me give you your order number: it is __________. You are now in [ Mr. / Ms. MHP’s Name ] virtual waiting room. They will be calling you a maximum of 3 times within the next 24 hours. Please be sure to answer any number you are not familiar with as they may call from a blocked or private number to protect their privacy. So if you do have a spam blocker on your phone, please turn it off until you do speak with the mental health professional. Upon approval, your letter will be emailed to you within the hour. In the event your landlord needs additional forms to be filled out, these can easily be purchased on our website through your account and if you have any issues, please feel free to call back and we will be happy to assist. Do you have any other questions for me?

WAITING ROOM: for NEW MHP

Thank you! So [Customer’s Name], let me give you your order number. You are now in [MHP’s Name] virtual waiting room. They will be calling you a maximum of 3 times within the next 24 hours. Please be sure to answer any number you are not familiar with as they may call from a blocked or private number to protect their privacy. So if you do have a spam blocker on your phone, please turn it off until you do speak with the mental health professional. Upon approval, your letter will be emailed to you within the hour. Do you have any other questions for me?

If the client purchased the registration or ID card and needs to send in photo of animal[s]:

So all we need is your favorite photo of [Pet’s Name] for your Registration or ID card. Please text that to 985.205.1969 and include your Order Number, your name and [Pet’s Name]. Once we receive that photo, you can expect those digitals to be emailed by tomorrow at the very latest.

If the client is a VIP:

And let me give you that VIP concierge line number in case you ever need anything at all: it is 985.323.4780!

CLOSE CALL

OK great, you’ll be receiving an email from us shortly with all of your order details. We are open 7 days a week so feel free to reach out should you have any questions. We also have an online chat option as well.

So [Customer’s Name], before you go, could you do me a favor? Are you near your computer? If you go to our website at usserviceanimals.org and scroll almost to the bottom, you’ll see a Trust Pilot review section. If you click on the reviews, it will open and give you an opportunity to write one. Could you leave me a quick 5 star review? My boss looks at these everyday to see how we are doing and it would really help me out. Just talk about the service you received and again, my name is [Your name]. I really appreciate that, thank you!

So on behalf of the US Service Animals family, thank you for the opportunity to serve you and [Pet’s name] and I hope you have a great rest of your day!