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


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CALIFORNIA / LOUISIANA / ARKANSAS / IOWA / MONTANA                Consultation / Letter Script

INBOUND INTRO:

Hi, it’s a wonderful day here at US Service Animals, my name is [Your Name], who do I have the pleasure of speaking with today?          

OUTBOUND INTRO:

Hello, may I speak to [Customer’s Name]?  This is [Your Name] with US Service Animals [or Valid ESA].  I am giving you a courtesy call because you were on our website looking at information about making your pet your emotional support animal? [Pause]  I’m a client advisor here and my job is to walk you through the process and make sure everything gets set up correctly for you today.

I do need to let you know this call may be recorded for quality assurance purposes.  And are you over the age of 18?  Perfect.

I just need to ask you a couple of real quick questions:

1. Is this for housing or public access or both?

2. What state are you located in?

3. Do you currently own your home or are you renting?

4. What type of animal do you have?

5. And what is the name of your animal[s]?

6.  And is [Pet’s Name] taking good care of you today?

7.  And what brought you to our website - how can I help you today?

8.  Can you share a little about how you feel an Emotional Support Animal would help you in your day  

     to day life?

[Recap customer’s issue(s) back to them: what are you going to work on solving?!]

[ If client needs ESA > continue on with this script below… ]

[ If client needs PSD > move to PSD Script: To Determine Eligibility ]

So based on what you’ve shared with me, it sounds like a Prescription for an Emotional Support Animal is the best option for you. If you’re approved, you’ll gain one very specific right which is for housing and it is protected by federal law.

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.  

The great news is that we have an internal network already built out with mental health providers that guarantees the documentation you receive is written in accordance with the Fair Housing Act. This session is conducted through teletherapy over the phone for your convenience.

So [Client’s State] law 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 [ Client’s State ], this law applies to you. Upon approval and completion of these requirements, your letter will be available to you immediately.

What sets US Service Animals apart is we are the ONLY company in our field founded by attorneys so you can trust your letter will meet all of the required federal guidelines and our legal support team can help you if anyone ever tries to violate your rights.  And if your landlord requires any additional forms to be completed, we provide that service as well.

So the consultations are priced at $179.99 each but I’m going to discount your second down to just $50.00, bringing your total down to just $229.99 for both consultations.  So what we'll do is just gather some information about you and [Pet’s Name]. All we do is 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.

Getting you set up is easy. I just need to build / verify your profile, and we’ll get you into the provider’s waiting room today.

[Do not pause or ask if they want to move forward:  Assume the sale while moving smoothly to IPPYs to begin creating the profile…]

I have your name as [Customer’s name].….is that correct? And what is the best email for us to send your order receipt to?  And the best phone number for the mental health professional to reach you for your consultation?  And may I get your date of birth please?  And the city and state that you currently live in?  Great, now let’s just set up the profile for [Pet’s Name]....

[Complete Customer Module > click “Create / Update Customer” >

Create ESA Animal Profile[s] > click “Add Animal” > Enter Animal’s Information > click “Create”

From “Choose Products” Module, Place Multi Consult ESA Consultation [ 44 ] in cart > Quantity = 1 > Select Animals Requesting ESA Approval > Confirm if Minor > Confirm Preferred Language > Select CLAIM State the Customer is CURRENTLY IN > Select Housing Type > Select Earliest Consult Date Possible > Select Consult Window > Click “Add to Cart” >

Proceed to ESA UPSELLS ]

_________________________________________________________________________________
 Do not read if the customer is purchasing a Consultation with any Upsell; read only if customer wants Upsell without Consultation:

Just to clarify before we move forward, while items like registrations, vests and ID cards can be helpful in identifying your animal as an Emotional Support Animal and may reduce unwanted questions, they do not make your animal officially recognized as an ESA on their own.  In order to have your ESA status legally recognized, especially for housing, you would need a consultation with a licensed mental health professional, either through our network or your own provider.

If you are unsure as to whether or not to proceed, please reach out to your Team Lead or Team Lead Assist for assistance.

_________________________________________________________________________________

ESA UPSELLS:

So I have you both set up in our system and I have placed the consultations 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?

     

So this identification will function in the same manner as for any other working animal.  Have you ever seen a working animal in public?  How did you know they were 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 + Documentation):  [ Vest: 34 / Bandana: 36 ]

This comes with:

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?      [ get answer]  And would you prefer the vest or bandana for [Pet’s name]?

[If sold, return to IPPY > Add Package [ Vest: 34 / Bandana: 36 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > 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: 37 / Bandana: 50 ]

This comes with:

This option has all of the main identifiers you’ll need when out in public.  Normally, it  retails for two hundred dollars.  However, with the initial consultation and prescription letter,  I’m allowed to offer a  50% discount as well, which makes it just $99.95 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]?  [ get answer]  And would you prefer the vest or bandana for [Pet’s name]?

[If sold, return to IPPY > Add Package [ Vest: 37 / Bandana: 50 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart” > Proceed to ESA VIP ELITE PROGRAM ]

ESA Silver Package (Documentation):  [ 51 ]

This comes with:

This includes all of the additional documentation you’ll need.  This is normally priced at two hundred dollars but with your initial consultation and prescription letter I’m allowed to discount this 50%, making it just $99.95 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 IPPY > Add Package [ 51 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  Proceed to ESA VIP ELITE 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: 4  / Bandana: 35 ]

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 IPPY > Add Package [ Vest: 4  / Bandana: 35 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart” > Proceed to ESA VIP ELITE PROGRAM ]

ESA Bronze Package (Documentation):  [ 49 ]

For documentation purposes, I can provide the ESA ID card, an ESA collar and collar tag for just $39.99 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 IPPY > Add Package [ 49 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart” Proceed to ESA VIP ELITE 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 ELITE PROGRAM:  [ For 1  [113]  // For 2  [116]  // For 3  [117] ]

And finally, your order qualifies for our VIP Elite program!  For only $26.99 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 $26.99 / $31.99 / $36.99 per month charged to your preferred payment method.

 Your Elite membership includes:

[ Add VIP Elite - ESA option to cart: For 1 Animal [113]  // For 2 [116]  // For 3 [117] >  Select ESA Training Course > Select Animal > Click “Continue” > Select Small Tag for Animal 21 pounds and under or Large Tag for Animal over 21 pounds > Click “Add to Cart”[ Proceed to Pet Partners ]

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:  [ 121 ]

[ Add VIP Emotional Support [ 121 ] to cart >  Select ESA Training Course > Select Animal[s] > Click “Continue” > Select Small Tag for Animal 21 pounds and under or Large Tag for Animal over 21 pounds > Click “Add to Cart” > Proceed to Pet Partners ]

PET PARTNERS: Lemonade 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.  Watch your email for your free quote offer.

[ Click for all appropriate Pet Partners options. ]

SHIPPING: Click red button: “Go to Addresses”

And the billing address for this order?  [ Verify, Verify, Verify! ]

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

[ If yes, click the “Same as Shipping” box.  If no, complete Shipping address.  Proceed and click “Go to Payment” 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.

[ Click “Go to Payment” to see full cart total ]

RECAP:

Scroll up to itemize the Cart Line by Line with your customer:

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

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  “Place Order”  ]

PHARMACY AUTOSHIP OFFER: 

Before we move forward, I want to confirm, [Pet’s Name] gets his/her monthly prevention meds from the vet, is that correct?  Wait for Yes or No 

If they respond that the pet does not take any meds >  I understand, watch your email because we are going to send you a 10% off coupon for our pharmacy. That coupon works on your first order and just as exciting, if you set up a recurring order for something like flea/tick medicine you will get 10% off of all of those orders and never worry about running out!  [ Move to HIPAA ]

Any other response >  Well the great news is that our customers actually have access to our Pharmacy Savings Program. It’s designed to help you save money right away and make sure you never have to worry about running out of whatever [Pet’s Name] needs. What I can do is guide you directly to our pharmacy site while we’re on the line together and once we get you set up, you will save 10% on your pharmacy order with us today! Grab the prescription and I will walk you through right now. We will need the vet's name, phone number, address or email address to order.

If NO: [ Customer says they do not have prescription / vet info ] >  No problem! We can certainly talk about supplement options for [Pet’s Name]!

Move to Supplement Guide > Pet Supplement Training

When they confirm they have the prescription >  

  1. Go to https://pharmacy.usserviceanimals.org 
  2. Search for the medication by typing in the name of the medication where you see the magnifying glass at the top right of the screen.
  3. Click on that medication
  4. At the top right, click on the auto-ship box and use the drop down to tell us how often to send the medication. [ Do this as often as needed for each medication ]
  5. Click check out
  6. Complete shipping and billing information  
  7. Search for your vet using name and zip code. If your vet is not listed, don't worry, we can have them added with ease right now! Simply click on “I can't find my clinic” and when prompted, add the clinic name and a contact phone number, address or email address. It is that easy!
  8. Complete payment information using your debit or credit card.

Once complete >  Wonderful! I am so happy to have saved you so much money, time and worry today! Let me get that confirmation number from our pharmacy so I can take the 10% off of your order.

 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:  So scroll down to the bottom and place your name in the box just as it appears and then click “Next Step” and when you see that Intake Form, let me know so I can check to see we got it back!

[ IF CUSTOMER CANNOT FIND HIPAA IN EMAIL, LOOK FOR TEXT. THEN FOLLOW TROUBLESHOOTING GUIDELINES. ]

[ Confirm consent is obtained by confirming the third green check mark has appeared on your IPPY screen. Confirm customer can see the Intake Form  >  proceed to Waiting Room ]

WAITING ROOM:
Click “View Order” for customer’s order number:

Thank you! So [Customer’s Name], let me give you your order number: it is _______.  You are now in   the MHP’s 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.  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?

If the client purchased the registration or an ID in a package and need to send photo of animal[s]:

So all we need is your favorite photo of [Pet’s Name] uploaded to your portal for your Registration’s ID card.  Please check your email for those instructions and once we receive that photo, you can expect those digitals to be available in your portal by tomorrow at the very latest.

If they are 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.  Do you have any other questions for me?

So [Customer’s Name], could you do me a favor please?  If you wouldn’t mind, could you go to our website when we’re done, at usserviceanimals.org, and leave me a quick 5 star review down in the trustpilot section?  Just talk about the service you received and again, my name is [Your name].  I really appreciate that, thank you!

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!