Jennifer Davis — and her trusty four-legged companion, Priest — send this example of an invoice that uses empathy and emotional intelligence in an intriguing way.
On the initial patient visit to Leawood Animal Hospital outside Kansas City, Jen explains, “the nurse snaps a shot of your pup (or kitty) and before the doctor finishes your first appointment, the image is uploaded to the billing system and ready to print.”

Sweet, huh? But also smart.

As Jen says, “Who can resist NOT paying their vet bill when they see their own sweet pet staring at them from the top corner of the doctor invoice?”

6 Responses to “Emotionally intelligent . . . invoices?”

  1. This is a great example of a principle that should be more broadly applied: putting a little life into lifeless forms and functions.

    I’ve seen similar spirit added to shipping confirmation emails and other communications that ended up bringing a huge smile to my face with their clever wit and language.

  2. Cheryl says:

    Maybe colleges should include a picture of your child on the tuition bill.

  3. Avatar photo Dan Pink says:

    @cheryl — that’s brilliant. maybe it will encourage people to stop thinking about how much tuition inflation is outpacing general inflation.

  4. A very simple but effective way to make the ordinary (invoice), extraordinary.

    I can think of tons of applications like for car buffs, exclusive memberships and others.

    Thanks Dan for the great example!

  5. G.D. O'Donnell says:

    Good idea…got any for, say, report cards that go home to parents?
    Shouldn’t Jen’s statement be “Who can resist paying their vet bill…” (makes you WANT to pay it,) rather than “Who can resist NOT paying the bill…?” (Makes you want to ignore it.)

  6. In a similar fashion (and for the same reasons) we like to personalize our monthly newsletter. Speaking of soccer, this month at page 3 we asked readers to send their words of advice and encouragement to our son’s club soccer team (pic included) and also have a non-legal article by our dog Bleu. To see how we did this, take a look at the copy we posted online at

    We also offer a killer Trial Tips Blog and look forward to everyone’s comments and input. The blog is at and written by Mitch who is one of Orange County’s Trial Lawyers of the Year!

    Back to getting ready for our upcoming Mon morning trial.

    Mitch Jackson/ Jackson & Wilson, Inc.