Client Management Flashcards
Reception
First impression
Goal is to make client want to return and recommend
Ideal Clients
Do everything Dr. recommends
Always pays bill
Money not a problem
Most clients are not “ideal”
Most clients have some money limitations
“Special Clients”
Want to be ideal
Severe money problems
Honest about situation
Elderly, jobless, good samaritans
Client expectations
Exam
Diagnosis
Prognosis
Treatment
Estimate of cost
“Should my animal be seen?”
YES!
Emergency Situations
HBC
Poisoning
Seizure
Bleeding
blocked(FLUTD)
Not breathing
GVD(bloat)
Dystocia(difficult birth)
Anything the client thinks is an emergency
Admitting for surgery
Know times/days set for surgery
Ask breed & age
Pre-op instructions
Check medical history
Written statement
Owners contact info
ID animal in some way
Client Satisfaction
96% of dissatisfied will never complain
1 compliant=20-25 of the same complaint
Can cause a huge business loss
Good meds is not just meds
Selling empathy, sympathy and caring
Client is always right
Satisfaction is value
How clients evaluate a vet/practice
Personality
Gentleness w/animals
Communication
Professional knowledge
Irate clients: Why so angry?
Identify why:
Treatments
Money problems
Stress over pet being hurt
Appt running behind
Irate Clients: What to do
Isolate
Don’t challenge
Listen
Be understanding “yes dear”
Body language/tone
Tell manager/doctor
Irate Clients: moving forward
Figure out who they should talk to
Work something out if possible
Communication is key/ be transparent
Veterinary Malpractice
Failure of a veterinarian to practice w/ the degree of skill and diligence of an average veterinarian in the same circumstances
