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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 regarding your expiring 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 > Proceed to Upsell]

______________________________________________________________________________

Renewal - Expired

Hello, may I speak to [Customer’s name]?  My name is [Your Name] with US Service Animals and I’m reaching out regarding your expired prescription letter.  The reason for my call is we noticed your prescription letter to live with [Pet’s Name] expired on [Date of Expiration] and needs to be renewed.  If it is not renewed, you’ll no longer have the protection of the Fair Housing Act which allows you the right to live with [Pet’s name].  So I wanted to take just a few seconds to get that renewed for you 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.  

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.  

[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 > Proceed to Upsell]

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?

Protect the client

Protect the pet 

Access

Other

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 with both in digital and hard copy
• Your choice of an ESA vest or bandana
• The vest includes both ESA and Do Not Pet patches
• An ESA leash and collar, both embroidered with ESA down the length of the leash and around the collar
• And an ESA collar tag

This package equips you with everything you need going forward.  The retail price is $259.98, but today with your initial 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?

[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 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 initial consultation and prescription letter,  I’m allowed to offer a  50% discount as well, which makes it just $89.98 today.   The vest and bandana come 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 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 PROGRAM ]

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 initial consultation and prescription letter I’m allowed to discount this 50%, making it just $89.98 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 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 PROGRAM ]

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]?

[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 PROGRAM ]

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 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 PROGRAM ]

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 PROGRAM:  [ 347 ]

And finally, your order qualifies you to become a VIP member today!  As a VIP, you’ll enjoy a wide range of exclusive money-saving benefits for just $14.99 per month.  This could add up to as much as one thousand dollars in savings for this next year.  And the best part is by becoming a VIP today, your first month is on us!!

 As a VIP member: [You can pitch the VIP items in any order, offer at least three benefits:]

• Next year’s renewal consultation will be considered paid in full!  We’ll reach out to you  when it’s time to renew and get you set up, ensuring your housing right remains valid for another year.
• Additionally, you’ll have unlimited access to our professional vet assistance network, available 24/7 through both video and chat options.  This invaluable service provides peace of mind during emergencies, outside of normal vet hours or when you’re away from your vet. It’s a true lifesaver when you need it most.      
• Another fantastic perk is our Pet Partners Program.  We currently have over 30 partners with the number to reach 100 or more by year's end. With this, you’ll gain access to exclusive discounts with trusted brands like Chewy, Barkbox and Rover, with savings north of 50% with some of our pet partners, that in many cases, surpass what’s offered on their own websites.  These discounts can add up to significant savings for you and [Pet’s name].
• [For aggressive breed dogs or puppies]: You’ll also get immediate access to an ESA training course through our affiliate company Dog Academy.  This training has great tips and tricks to ensure [Pet’s name] easily remains under your control and is a good housemate in any setting.
• [If an Upsell was purchased]: Since you purchased the [Package name], as a VIP you will also get free document and product replacement. So if you ever lose any of your documentation like ID cards or certificates or if [Pet’s name] outgrows a vest or collar or one breaks, we’ll replace those for you at no charge!
• We understand the importance of your time and convenience, so as a VIP member, you’ll have access to our VIP ONLY customer care line.  This direct line ensures you receive priority assistance whenever you need it.
• And as a token of our gratitude for becoming a VIP member today, we would like to offer you a personalized collar tag for [Pet’s name].  There is a limit of 2 per household but if you need more we can add them at special VIP pricing for just $9.99 each.  We can engrave 2 lines for you, and I’ll use the number we have for you on your profile.  Is that the best number to reach you in case [Pet’s name] ever gets lost?  

[ Add [347] to cart > Assign Package (to dog if possible!) > Make sure they know this is a recurring monthly charge! ]

If the VIP is purchased as a stand-alone product (meaning there is no upsell) please select free shipping so the customer is not charged shipping for their complimentary collar tag.

LANDLORD FORMS: [ 96 ]

So occasionally some landlords require your provider to fill out additional verification forms. The provider does charge a processing fee to have the paperwork filled out. Do you know if your landlord is requiring any additional forms?

 If no: OK great- well if that changes at any point, feel free to call us and we’ll get you squared away.

If yes: OK no problem, we can go ahead and collect that fee now - it’s only $69.95 and get them sent to you within 3 to 5 business days of your approval. 

[If sold, add 96 to cart]

 SHIPPING:

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

Great. Standard Shipping is just $12.99 for everything and products ship within 24 hours Monday thru Friday so you should receive your items in 7- 10 business days!

RECAP:

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 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 with shipping and tax 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?  Thank you!   [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 ]

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” let me know so I can check to see we got it back!

VERBAL HIPAA : [only if the customer does NOT sign their emailed HIPAA form]

That’s ok. I can accept your authorization over the phone. Please reply with a simple YES or NO to the following question. Ready?  

[Customers name], we recommend you read the HIPAA form we’ve provided.  However, you may approve the HIPAA form with me on this call. Do you give permission for potentially confidential information to be passed between you, your Mental Health Professional, US Service Animals, or your landlord or airline to facilitate the approval of an Emotional Support Animal?

 YES: [To place customer in waiting room: go to “Patients” > click blue ORDER NO > click HIPAA Consent Link > Click HIPAA Consent Link > Scroll to bottom and sign their name in the box > Click “I Agree”]

NO:  [Customers name], to proceed with your application, you will need to sign the HIPAA form I just emailed you. Did you have any additional concerns I haven’t answered?

[ DO NOT TAKE A VERBAL HIPAA IF CUSTOMER IS NOT RECEIVING THE EMAIL. FOLLOW TROUBLESHOOTING GUIDELINES. ]

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

WAITING ROOM

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 985.400.2521 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 purchased Landlord Forms:

So we do need you to send over those Landlord forms.  Please fill out your portion and sign them and then email to forms@usserviceanimals.org. We will process them with your provider and get them to you within 3-5 business days after receiving them.  

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!

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