As the saying goes, perception is reality. Despite the fact that your practice offers high-quality care, clients won't get
the message unless you translate it for them. Follow these tips to convey the value of your services. You'll improve clients'
compliance and keep their pets healthier.
Brenda Tassava, CVPM
1 Choose your words wisely
Replace words like could, hopefully, and recommend with strong ones like should and needs. Consider these examples:
Wrong: "Fluffy could use a dental cleaning. Hopefully, in the near future you might be able to schedule that?"
Right: "Mrs. Jones, Fluffy needs a dental cleaning within the next three months. Let's schedule the appointment now, so we have a
plan to prevent her periodontal disease from worsening."
The "right" statement stresses the importance of avoiding future problems. It also directly requests an appointment and gives
clients a time frame to choose without resorting to high-pressure sales.
I also suggest saying treatment plan instead of estimate. The preferred phrase addresses the medical issues of a family member, rather than sounding like something you get before
fixing a car.