market trends Ten tips for building a strong relationship with clients
Today’s pet owners are more educated about animal care and view their dogs and cats as family members. Meeting their expectations includes making them part of your healthcare team. by charlotte walker esponsible pet owners are a savvy bunch these days. That was the consensus after speaking with a number of pet owners and several veterinarians about the client/veterinarian relationship. Pet owners seem to know a lot more about animal healthcare than they did decades ago, thanks to the many pet publications out there and the advent of the internet. More than ever, they want to be regarded as proactive partners in their animals’ care, rather than just being told what to do. This is perhaps even truer of those who favor the integrative approach to their animals’ care. These people have done their homework, which is why they are looking for alternative healthcare options in the first place. Here’s a checklist of things your clients might ask or expect of you and your clinic and staff. By being prepared and open to their expectations, you will build up good working relationships with clients that will endure for years – and consolidate and enhance the reputation of your practice. ONE Today’s pet owners want a clinic environment that’s comfortable, friendly and
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integrative veterinary care
unintimidating, just as they would at their own doctors’ offices. Waiting rooms should be bright, spacious, clean and welcoming, furnished with comfortable chairs and decorated with calming color schemes. Depending on how much space you have, you might even consider separate waiting rooms for dogs and cats. TWO Clients will want to know that both they and their animals will be treated with kindness and respect. All staff, including front desk personnel, should be compassionate, patient and warmnatured. Good communication skills are a must. THREE You want your clients to respect you as well as trust you. Always present a professional appearance and demeanour. FOUR Listen to your client’s concerns and opinions, even if you don’t particularly agree with them. If you feel a client is wrong about something, explain it to him/her in a courteous manner. Honest and open dialogue is important, as it also builds client trust and respect. Offer clients as many options as you can for their animals’ care, and help them choose the best ones.
