Helping our clients improve their quality of life with a support animal
Helping our clients improve their quality of life with a support animal
Renewal Script [ Please note if customer is a VIP Member ]
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. I’m not sure if you knew this but once the letter expires, you lose the protections associated with the diagnosis you received last year. So I’m calling to get that taken care of for you today.
I do need to let you know this call is being recorded and are you over the age of 18? Perfect!
A couple of things I wanted to remind you about. With this letter renewed, your landlord or property manager cannot discriminate against you, even if they have a no pet policy. You won’t have to worry about pet deposits, additional rent, or breed restrictions either.
[ If customer does NOT have a dog on previous ESA consult order, move directly to ESA Consultation Set Up ]
1. Before we dive in, I just wanted to ask how has the last year been with [Pet’s name] as your emotional support animal?
2. How often do you travel a year and find yourself wishing you could bring [Pet’s name] with you?
3. Whenever you go out of town, is it stressful trying to find someone to watch [Pet’s name] for you?
[ If yes: continue with the PSD Set Up below ]
[ If no: move to the ESA Consultation Set Up ]
PSD Set Up:
If you are interested in hearing more about it, we have a process that helps to train your dog to be a psychiatric service dog and then they are allowed to fly with you for free or go to any public place like the mall, hotel, or Air BNBs once their training is completed. The cost for the training is only $349.99 [$249.99 for VIP members] so it isn’t much more than your renewal but it is good for the life of [Pet’s name]. This means if you decide to go in this direction, there will no longer be a need for you to renew in the future. Are you interested in hearing more about it?
[ If yes: continue with PSD Set Up…]
[ If no: move to ESA Consultation Set Up ]
PSD Set Up: continued >
In order to get a psychiatric service dog there are two steps. The good news is you have already completed the first which is having a diagnosis. The next step would be to get the training which teaches your dog to perform a specific task related to your diagnosis. Once this is completed, [Pet’s name] is recognized under the Americans with Disabilities Act which gives you the benefit of taking them with you to any public place. The course contains just 8 lessons and once completed, [Pet’s name] will just need to pass the public access test to finish the certification. There are no time restraints on the courses so you can move at your own pace.
To get you set up I just need to verify the information I have is correct and we can have you accessing the training by as early as this time tomorrow.
[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 to send this Dog Academy link to? And the best phone number for our file? And may I get your date of birth please? And the city and state that you currently live in? Great, now let’s just confirm the profile for [Dog’s Name] ….
[Verify Customer Profile > Create Service Animal profile for dog > Place Psychiatric Service Dog Training [247] + Training Clicker (FREE) [219] in cart > Proceed to SA Upsells ]
SA UPSELLS
So I have you both set up in our system and I have placed the certified training course and free clicker in your cart. The next thing I want to discuss with you is incredibly important, which is identifying [Dog’s Name] as your PSD. Do you currently have anything that outwardly identifies him/her as your Psychiatric Service Dog?
So this identification will function in the same manner as for any other service dog. Have you ever seen a service dog in public? How did you know they were a service dog? Exactly, seeing that uniform prompted you to give them space and respect their role and it will do the same for you. To help with this, we have created some packages that include everything you need to identify and document [Dog’s Name] as your psychiatric service dog. This Gold package option is only available through me and the pricing is better than anything you’ll find on our website.
This comes with:
This package equips you with everything you need going forward. The retail price is $259.98, but today with your PSD training, I can offer you 50% off and get it to you for just $129.99. What color vest or bandana would you prefer for [Dog’s name]…Red, Pink, or Camo? [ get answer] And would you prefer the vest or bandana for [Pet’s name]?
If purchased with the PSD training: I also want to let you know, all of your items will ship with the exception of your registration and ID. We are not allowed to send those until [Dog’s name] has passed the Public Access Test. Once that is complete, they will immediately be sent to you at no additional charge.
[ If sold, return to OPS > Add Package to cart > Request customer measure animal > Check sizing chart > Select sizing / color options > Proceed below to SA VIP PROGRAM ]
If the customer declines or objects, see if the customer would be interested in purchasing this with the PetMed gift card included.
If you don’t mind, because this is so important, let me quickly introduce our most budget friendly option. This option is called the Service Animal Silver Pack.
This comes with:
This option has all of the main identifiers you’ll need when out in public. Normally, it retails for $179.96. However, with your PSD training, 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 [Dog’s name]? [ 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 > Proceed below to SA VIP PROGRAM ]
This comes with:
This option has all of the main identifiers you’ll need when out in public. Normally, it retails for $179.96. However, with the PSD training, I’m allowed to offer a 50% discount as well, which makes 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 [Dog’s name]?
If purchased with the PSD training: I also want to let you know, all of your items will ship with the exception of your registration and ID. We are not allowed to send those until [Dog’s name] has passed the Public Access Test. Once that is complete, they will immediately be sent to you at no additional charge.
[ If sold, return to OPS > Add Package to cart > Request customer measure animal > Check sizing chart > Select sizing / color options > Proceed below to SA 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 [Dog’s name].
The most important part of identifying a service 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 [Dog’s name]?
[ If sold, return to OPS > Add Package to cart > Request customer measure animal > Check sizing chart > Select sizing / color options > Proceed below to SA VIP PROGRAM ]
For documentation purposes, I can provide the SA ID card, an SA collar and collar tag for just $39.98 today and I can get that collar in red or pink or camo. Which would you prefer for [Dog’s name]?
If purchased with a PSD training: I also want to let you know, all of your items will ship with the exception of your ID card. We are not allowed to send that until [Dog’s name] has passed the P.A.T. Once that is complete, it will immediately be sent to you at no additional charge.
[ If sold, return to OPS > Add Package to cart > Request customer measure animal > Check sizing chart > Select sizing / color options > Proceed below to SA 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.
SA VIP PROGRAM [369] [only offer if NOT already a VIP member!]
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:
[ Add [369] to cart > Make sure they know this is a recurring monthly charge! ]
If the customer declines or objects, see if the customer would be interested in purchasing this with the PetMed gift card included.
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.
RECAP*
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:
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 [Dog’s Name]? Thank you!
[ Apply 100off code if customer is a VIP member in good standing]
[Place Order]
CLOSE CALL
Alright [Customer’s name], we have you all set. Let me give you your order number: it is ______. You’ll be receiving two emails from us; one will arrive shortly with all of your order details and one with your access to the online training should arrive within the next 24 hours. If you ever need anything, just give us a call, provide your order number and we can quickly pull you up. We are open 7 days a week so feel free to reach out should you have any questions. And we also have an online chat option as well.
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 [Dog’s Name] for your Registration/ID. Please text that to 985.205.1969 and include your Order Number, your name and [Dog’s Name]. Once we receive that photo, we will keep this on record until we can send out that registration and ID.
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!
Do you have any questions for me at all?
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! And on behalf of the US Service Animals family, thank you for the opportunity to serve you and [Dog’s name] and I hope you have a great rest of your day!
ESA Consultation Set Up:
Let’s start getting your consultation set up. Please 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.
[For WA / OH / IN residents ONLY: And since you’re in [Select Customer’s State], your consultation is a video consultation. Once we have you scheduled, your provider will send you a link with the date and time.]
And 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…..?
[ Confirm Customer’s Profile > Confirm Animal Profile[s] > Place Consult / Renewal Letter [105] in Cart // Assign to correct animal > Toggle “Housing” Radio Button > Confirm Single or Multiple > Confirm Animals Requesting ESA Approval > proceed to ESA UPSELLS ]
[ For CA / LA / AR / IA / MT Residents that are speaking with SAME MHP from last year > use this script and place Consult / Renewal Letter [105] in Cart > Assign to correct animal > Toggle “Housing” Radio Button > Confirm Single or Multiple > Confirm Animals Requesting ESA Approval > proceed to ESA UPSELLS ]
For CA / LA / AR / IA / MT Residents that are speaking with NEW MHP > proceed with the CLAIM disclosures below > use CA [ 289 ] // LA [ 374 ] // AR [ 361 ] // IA [ 373 ] // MT [ 360 ] MHP Consultation for ESA Housing Letter > Confirm Correct STATE Radio Button is toggled > Confirm Single or Multiple > Confirm Animals Requesting ESA Approval >proceed to ESA UPSELLS
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.
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 your animal. 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.
_______________________________________________________________________
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?
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): [ Vest: 329 / Bandana: 331 ]
This comes with:
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? 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, 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:
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 $89.98 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]? 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 ]
ESA Silver Package (Documentation): [ 338 ]
This comes with:
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 $89.98 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: [ 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:
[ 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 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 PARTNERS [ 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 real quick that many of our customers really appreciate. Many people we talk to mention how frustrating it can be trying to find affordable and reliable pet or renter’s 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 a couple of trusted providers to make that easier. As one of our customers, you now have access to a free, no obligation quote for pet insurance or renters insurance or both - whichever is helpful for you. Just to give you a quick idea:
Pet Insurance can help with vet visits, accidents or emergency care.
Renters Insurance can protect your belongings and even help with pet - related incidents in your home or apartment. Would you like me to send a little more information to your email about pet insurance or renters insurance or both?
[ Select appropriate Yes or No for both options 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:
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
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.
[ 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 new MHP > 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” ]
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. Let me know when you’re 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: 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 OHIO // INDIANA// WASHINGTON CUSTOMERS:
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 emailing your link to schedule your first video session. 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?
If the client purchased the registration or ID card and needs 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 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.
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!