Small steps mean big returns
The time has come to better communicate those extended life values to clients. Certainly some pet owners decline necessary
pet care because they're facing financial limitations. But it's possible that your low compliance rate may be the result of
a communication gap among you, your staff and your clients. To identify if the right messages are getting through, you could
consider videorecording your outpatient appointments. Then review the videos to evaluate your and your staff's presentation
style, message and body language.
Also observe the client's body language for signs of confusion or misunderstanding. Recent studies show that many clients
come away from veterinary visits confused. Make note of the following:
- Is the client receiving a clear and specific recommendation?
- Does the client have time to make a decision?
- Is he or she encouraged to agree to necessary healthcare?
Discuss the results with your entire team to create awareness. Then develop an action plan you can incorporate into daily
practice. Conduct this exercise on a regular basis and note improvements along the way. Remember, every client encounter is
an opportunity to affirm the value of your services. But to do so, everyone in your practice must deliver a clear, concise
and consistent message to clients.
It's really very biblical. How many times do the testaments say, "Ask and you shall receive?"
Dr. Snyder, a well-known consultant, publishes Veterinary Productivity, a newsletter for practice productivity. He can be reached at 112 Harmon Cove Towers Secaucus, NJ 07094; (800) 292-7995;
; fax: (866) 908-6986.
For a complete list of articles by Dr. Snyder, visit