Tell clients what they need to know, not everything you know.
We are taught so much. We know so much.
It seems a shame not to share all our knowledge with our clients.
However, all you do is overwhelm and confuse clients.
Most clients have no veterinary knowledge and don’t understand what a lesion is or periodontal disease, let alone an ovariohysterectomy.
Clients are less likely to follow your advice and recommendations if they don’t understand.
When you build your awareness, you will notice when this happens. Client’s eyes will glaze over, they may fidget or just nod and they appear to stop listening.
Use e-books, websites, videos and other literature to educate your clients.
Most of the time there will be a second person who is involved in decision making who wasn’t present at the consultation. When your client can go home and explain to them what was found & what the recommendations are, your compliance will increase and you will have a more satisfied client.
If your veterinary practice does not have handouts or use education aids, then either create or find suitable ones yourself.
Going the extra mile for clients to ensure they understand their pets condition isn’t just about increasing client engagement & building strong relationships.
It’s the right thing to do.
Natasha
