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

Screened Call Script

Hi, may I please speak with [Customers Name]? This is [Your Name] and I’m a client advisor with US Service Animals. I saw that you had just recently been on our website and purchased that ESA Housing Consultation and I was calling to assist you with getting set up with a provider today. I just want to let you know that this call may be recorded for quality assurance purposes and confirm that you are over the age of 18? Perfect!

So before I schedule your consultation I just need to explain our process. If you’re approved, you’ll immediately 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 and if you are approved, based on your criteria, then the letter will be emailed to you..

[For CA // MT // AR Residents: ] 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 thirty 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 then be emailed to you immediately.

[For OH / IN Residents:] To be approved, the state of Ohio / Indiana requires that you must have 3 teletherapy consultations with one of our mental health professionals in order to be in compliance with state law. Your first consultation will take place within the next 24 hours and then once a week for the next 2 weeks. It is important to make you aware that if you do not complete all three consultations, your letter will NOT be recognized by your landlord or property manager, your mental health professional or our legal team.

What sets US Service Animals apart is we are the ONLY company founded by attorneys so you can trust your letter will meet all of the required federal guidelines and we 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.

ESA UPSELLS

Alright, so you have already purchased that consultation with your selforder online. 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 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, which includes the certificate and ID in digital and hard copies for both
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? 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:

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]? 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 Uniform Bronze: [ 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 Documentation Bronze: [ 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 you to become a VIP member today! As a VIP, you’ll enjoy a wide range of exclusive money-saving benefits for just $19.98 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: [ Please offer at least three benefits > starting with first, choosing the second and closing with the last:]

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 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 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 [370] 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.

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?

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:

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 which you have purchased already.
If Purchased: And then [Pet’s Name] ______ package
If Purchased: And your VIP membership with all of the benefits we spoke about, which includes that first month free!
So your total for this order 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

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 wan’t to make sure we move you in with the right provider today.

[ Go to Screening Room > click on their Name in blue > select MHP after researching STATE SHEET and RESEARCH OPS and SEND THE HIPAA ]

So we are going to set you up with [MHP Name] for that consultation and the last step is just to have you sign the HIPAA Consent Form. So HIPAA is going to protect your sensitive medical information from being disclosed and ensure that the Mental Health Care Professional has your approval to discuss your health and so I just want to confirm that email that we have on file: is it ____________________? 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. [Send HIPAA]

OK great, so I have just emailed that HIPAA consent 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: 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 has moved to “Waiting” ]

WAITING ROOM

Thank you! So [Customer’s Name], let me give you your order numbers: your online order is _____ and this package order is ____. 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. 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 / ID. 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 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? 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!