Blue Rabbit Talk Tracks PDF

OVERVIEW & PURPOSE ================== When discussing Blue Rabbit, it\'s important to ensure standardization in referring to their policies and fulfillment processes so that every customer has the same experience. Please review the following talk tracks on how to communicate information to a custom...

OVERVIEW & PURPOSE ================== When discussing Blue Rabbit, it\'s important to ensure standardization in referring to their policies and fulfillment processes so that every customer has the same experience. Please review the following talk tracks on how to communicate information to a customer or practice. TALK TRACK **Fulfillment location/branding references:** Blue Rabbit provides our platform's technology -- Practice Portal and the clinic Storefronts. Wedgewood Pharmacy is our network of pharmacies -- commercial and compounds. Blue Rabbit is a distributor for our diet fulfillment vendors: - Royal Canin (shipped by Royal Canin's network of warehouses) - Purina (shipped by Purina's network of warehouses) - Hill's (shipped by United, a 3^rd^ party shipping vendor for Blue Rabbit) - Rayne (shipped by United, a 3^rd^ party shipping vendor for Blue Rabbit) - Blue Buffalo (shipped by Blue Buffalo's network of warehouses) Phone greetings: 'Thank you for calling Blue Rabbit! This is \ how can I help you today?' When referencing our pharmacy, pharmacies, or drop shippers, we should be referring to them accordingly. Remember -- if speaking about the pharmacy directly, Blue Rabbit is *not* a pharmacy. It is our technology platform brand. Wedgewood is our pharmacy\'s name. Examples: - 'Your Royal Canin dog food has allocated to Royal Canin's warehouse for fulfillment' - 'Hello, this is \ with Blue Rabbit. I am calling to confirm your shipping address.' - 'Your Hill's diet is being shipped from our third-party warehouse. I see it is being fulfilled.' - 'Your pet's Heartgard will be shipped from our Wedgewood Pharmacy in New Jersey.' **Processing Fees:** Clinics partnered with Blue Rabbit have the option to add a Processing Fee to compounded medication line items. This fee appears as a separate line item in checkout and on the order summary when a compound is added to an order through a participating clinic's storefront. - Q: 'What is this processing fee and why are you charging me?' - A: 'Additional fees cover prescription and patient profile review by your veterinarian's staff to ensure accurate dosing of the prescribed customized compound.' - Q: 'Is this \[processing fee\] going to my veterinarian?' - A: 'The processing fee is set by your veterinarian. Prescribing compounded medications is a specialized process and requires additional review by the veterinary staff, so in some cases veterinarians choose to charge a fee for the necessary patient profile review(s) and all that goes into ensuring the best outcome for your pet.' - If escalated - If this is not the pet owner's first order for the item, but the charge is *new*, we can offer a courtesy coupon or refund for the amount letting them know that the fee will be there going forward. If escalated -- we can appease the client with a coupon. **Clinic Policies:** Many clinics partnered with Blue Rabbit work hard to ensure their pet owners are purchasing through reputable channels. Some pet owners may explain that their clinic is only allowing them to purchase through Blue Rabbit. Here are some tips: - Once a prescription is written, the prescription is the property of the individual it is written for; in this case the pet owner of the patient/pet. - If a pet owner wishes to have their pet's prescription submitted by the veterinarian to Wedgewood Pharmacy transferred to another pharmacy, they can do this. - Q: 'Can I have this prescription filled at another pharmacy?' - A: 'Yes, if you have \ call us, they can speak with one of our pharmacists to initiate a prescription transfer.' - You can also ask questions about why in case this gives us the opportunity to check pricing, review available rebates, etc. to save sales. - A pet owner has the right to request a written prescription from their veterinarian. Some clinics may have a policy around this. Although we cannot speak to each clinic's policy, we can make suggestions: - Q: 'Why can't I order this anywhere other than Blue Rabbit?' - A: 'Your clinic has partnered with Blue Rabbit as their online platform for many reasons, including assurance of all manufacturers guarantees and product credibility from our Wedgewood Pharmacy. You will need to speak with your veterinary clinic about their policies, but if you are not satisfied with ordering through us, you can request a written prescription from your vet \[or a prescription transfer\].' - Again, ask why in case we can help with pricing questions, product questions, time to delivery, etc.