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

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 was just giving you a courtesy call because you had been 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 calling from?`

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?

***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 [6.03.24] ]

If C.L.A.I.M. client has a DOG and needs both ESA + PSD > move to **C.L.A.I.M. Consultation + Letter with PSD [ Dogs Only! ]

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. Our goal is to support people facing mental or emotional health challenges by connecting them with services that truly make a positive impact in their daily lives. 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 emailed 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 OPs 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 prescription letter 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 > hit Begin > Create ESA Animal Profile[s] > Place CA [ 289 ] // LA [ 374 ] // AR [ 361 ] // IA [ 373 ] // MT [ 360 ] MHP Consultation for ESA Housing Letter in cart > Confirm Correct STATE Radio Button is toggled > Confirm Single or Multiple > Confirm Animals Requesting ESA Approval > Proceed to Upsell]

ANY upsell being sold without a consultation attached to the order must be read the following statement.

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: 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, which includes the 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
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? [ 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 PROGRAM ]

If the customer declines or objects, see if the customer would be interested in purchasing this with the PetMed gift card included.

Totally understand—I want to make sure we are making the best decision which also works for you. To help out, I’ve got something special I can include.

Right now, we're including a $20 PetMed gift card with your Gold Package purchase. That’s good for anything your pet might need—flea meds, heartworm prevention, prescriptions, treats, even toys.

So when you factor in the 50% off discount plus the $20 gift card, it brings the total cost of this package well below the $129.99 mark. Plus you can immediately use the petmed gift card after we finish setting everything up.

Do you think [Pet’s Name] would get more use out of the vest or bandana? And which color do you like better—Red, Pink, or Camo?

If yes, select the opt in :
If not, 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 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]?

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 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 PROGRAM: [ 370 ]

And finally, your order qualifies for a 30 day free trial of our VIP program! If you’re like most of our customers and decide to keep it, it’s only $19.99 per month. With the savings you’re going to get, it literally pays for itself!

Your VIP membership includes:

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 customer 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] ]

[ Add [370] to cart > Assign Package (to dog if possible!) ]

If the customer declines or objects, see if the customer would be interested in purchasing this with the PetMed gift card included.

You know what, [Customer’s Name]? I’m so confident you’re going to love everything the VIP program offers that—if you’re ready to get started today—I’ll include a $20 gift card to PetMeds. They’re one of America’s top pet health and wellness companies, and it’s a great way to explore something your pet might love. With that added bonus, would you like me to go ahead and get you started today?

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 RECAP if there are no hard goods in the cart to be shipped]

Great. Standard Shipping is just $12.99 for everything and 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 INSURANCE [ For Customers with Dogs and Cats Only ]

And so, you’re all set on shipping - thank you for confirming that! Now before I give you a quick recap of your order, I just want to share something that many of our customers appreciate. We often speak with customers who mention how frustrating it can be trying to find affordable and reliable pet insurance - it’s either too expensive or doesn’t really offer the right coverage. Since we’re one of the largest ESA companies in the country, we’ve partnered with trusted providers to make that easier. As one of our customers, you now have access to a free, no obligation quote for pet insurance

Just to give you a quick 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 the option and then 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 2 Teletherapy consultations
Your ESA prescription letter written to federal guidelines pending provider approval
Our ongoing legal support
If Purchased: And [Pet’s Name] ______ 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!

[Place Order]

HIPAA

IF MHP is Available

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.

[Go to STATE SHEET and RESEARCH OPS: compare MHP SCHEDULE on State Sheet with last assigned MHP 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” 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 Unavailable 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

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. 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] for your Registration’s 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 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!