VETgirl Q2 2022 Beat e-Magazine

QUARTERLY BEAT / JULY 2022 ///

4. Commitment (want client to take action) and Satisfaction • The staff reinforces the DVMs recommendation, provides further information and support so client feels assured in the decision. • When the client commits to the recommendation, it is written down and prioritized and • The client is taught how to perform the treatment plan needed. 5. Reinforce messages/gain commitment (want client to take action): • Use consistent messages by team • Keep in touch with clients with progress phone calls • Schedule rechecks at time of first appointment • Give CE handouts • Take advantage of online resources and your website to give clients • In our example, the client receives a folder with Fluffy’s medical record in it. The folder has the practice name on the cover and has other pertinent information: emergency numbers, medical information, product coupons, etc. The receptionist makes the next appointment for vaccinations, dentistry, lab, etc. A summary of the finding is then sent to the client with a personalized thank you note attached. One to three days later, the client is called to see if they have any questions or concerns. Check your mindset - Stop selling and start educating If you want to increase service utilization and compliance for wellness care services at your practice, then start educating pet owners rather than just making recommendations or “selling”. Clients feel like you are selling if you immediately tell them what you recommend for their pet before even asking questions, taking a thorough history or performing a physical exam. Pet owners may feel like their pet is just a number to the practice and receives the same recommendations as every other pet that walks through the door. Here are some tips on how to take steps to educate pet owners and inform them about the value and benefits of services: • Don’t assume clients are knowledgeable. Ask if they have questions about heartworm disease and let them know which common parasites are being looked for when they bring in a stool sample. • Ask open-ended questions about pets and engage clients in a dialogue before immediately launching into what services you recommend. Ask questions such as “What problems is Sophie having?” or “Tell me what concerns you have today about Max?” • When team members make recommendations for wellness care prior to the veterinarian doing a physical exam and consultation, be sure to let clients know that the doctor will do a full evaluation of their pet’s health and answer any questions they may have.

• Give clients sufficient information. For example, after recommending wellness care such as diagnostic testing, give the client more detailed information about what tests are included and what they will reveal about the pet’s health. • Don’t just make recommendations - focus on need recognition and the value of the services. Tell the client why the pet needs the tests. Use phrases such as “the senior testing will determine if Jake is healthy or if he has any early indications of illness.” And finally, tell the client the value of the services by using phrases such as “We want to catch any abnormalities early so that we can help Jake live a long life” • To effectively communicate the value of a veterinary service or product to clients, make sure everyone on the team understands and agrees with the value of the hospital’s services and products. When gaps in knowledge are identified or employees demonstrate discomfort associated with certain client interactions, focus training in these areas. • Staff meetings are an excellent time to discuss the value of veterinary services. Train team members so they can easily describe services or products to clients in lay terms and convey to clients the benefits for each service. • Be sure to give clients consistent messages about the value of routine preventative healthcare services and products. • Remember to always highlight the benefits of services to clients even when the client has purchased similar services in the past. SUMMARY: MEASURING RESULTS, FOSTERING ON-GOING RELATIONSHIPS/CLIENT LOYALTY When the whole team focuses on enhancing client communications, you will improve client engagement and trust which leads to greater client loyalty and client compliance with treatment recommendations. Remember to select the core messages you want to communicate throughout your operation. Multiple communication channels can and should be widely used to reinforce and support your core messages. Develop highly visible scoreboards, bulletin boards, or announcements of progress toward team and organization goals and priorities. Establish an internal “best practices and good tries” communication system. A free flow of information and active communications is the lifeblood of a learning organization.

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OK, maybe there won’t be a cat in your chair. But you will get 20+ hours of RACE-approved CE in our TED-talk like, case-based program, with topics ranging from surgery to anesthesia to emergency to derm to ophtho! Plus you’ll be treated right. Awesome speakers, relaxing evening events, free daycare and free swag! AUG 25-28, 2022 | RADISSON BLU, MINNEAPOLIS, MN

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