Wendy S. Myers
Seminar overview
How can you increase client compliance for your recommendations? Learn ways to educate clients with handouts, report cards, wall posters, consent forms, models, and hands-on demonstrations.
What you’ll learn
How to project the right image
Exam-room communication techniques
Ways to provide educational handouts
Tips to increase compliance
How to be a patient advocate
Top client communication tools
Reminder cards
Reminder phone calls
Brochures
Anatomical drawings
In-clinic posters
Newsletters
Anatomical models
Clinic library
Source: 1997 study of 31,000 veterinary clients by Pfizer Animal Health
Project a confident image
Review the medical record BEFORE entering the exam room
Greet the client and pet by name
Shake the client’s hand and pet the animal
Display your credentials
Veterinary degree
CE certificates
Board certification
Management training
Personalize your exam rooms
Community awards
Family photos
Picture of you with your pets
Police dogs or other special patients
Recognize doctors and staff members
Post names of doctors on sign or door
Photograph employees with their pets for the hospital scrapbook
Describe CE and training
Remember, exceptional customer service is everyone’s responsibility
Rule #1: If we don’t take care of our customer, somebody else will.
Don’t let one grumpy client ruin the next appointment
You are what you wear
Look like a doctor
Wear a white coat with a nametag
All staff members should be in uniform
Exam room communication
Help clients see inside pets
Organ models
Drawings
Specimens
Anatomical models and drawings
Interactive diagnosis
Use radiographs as teaching tools
Hips
Joints
Fractures
Use photos as teaching tools
50% of all pets are overweight
Show before-and-after results for weight management programs
Use digital photos as teaching tools
Photograph a pet’s teeth before and after a dental prophy
Dental radiographs
Capture images during surgery and recovery
Create cards, reminders, and report cards
Use handouts in your veterinary software
Display wall posters
Never use tape and push pins
If it’s worth hanging, it’s worth framing
Change posters every few months
Use photos to introduce new services
Acupuncture
Ultrasonography
Physical therapy
Laser surgery
Educate clients about pain management
Pain patch
AVMA consent form
Tour of hospital
Display wall posters
Hang at eye level
Watch for fading colors and tattered edges
Use to entertain kids
Give hands-on instructions
Administering injections
Applying flea control
Giving a pill
Changing a bandage
Trimming nails
Give every client a business card
Also utilize technicians
End every exam with “Do you have any more questions?”
Get feedback on your exam-room communication techniques
Coaching from practice owner
Shadowing other veterinarians
Visiting colleagues
Seeking suggestions from staff
Provide educational handouts
Create a clinic library
Books donated in memory of pets
Videos for children
Pet-selection counseling
Resources on grief and pet loss
Vendor brochures
Keep handouts in reach
Wall-mounted racks between exam room doors in treatment hall
Brochures on countertops or in wall-mounted racks
Use three-ring binders
Organize handouts by subject
Common behavior problems
Housebreaking and litter box training
Nutrition topics (feeding guide, weight management, recommended treats)
Senior care, dentistry, exotic pets
Verbalize the handout
Use a yellow highlighter
Ask clients to repeat home-care instructions
Give a business card in case they have questions at home or work
Increasing compliance
An educated client follows instructions
Provide written estimates
Use consent forms
Give an exam report card
Use Post-It Notes and e-mail reminders for medication
A well-educated team can teach clients
Incorporate training in EVERY staff meeting
Delegate client education to staff members
Tap vendors for in-clinic seminars
Ease clients’ fears
Create a clinic scrapbook that shows surgery, dentistry, equipment, and staff training
Host an open house to demonstrate your equipment and expertise
Offer a tour of the surgery suite
Give pagers to clients for surgery and dentistry patients
Give a child a stuffed animal to care for while you care for her pet
Focus on the human-animal bond
Never prejudge clients
Discuss Veterinary Pet Insurance (www.petinsurance.com)
Discuss Care Credit (www.carecredit.com)
Educated clients say, “Thank You!”