Say this, not that!

This new video series demonstrates the right—and wrong—way to have tough conversations with veterinary clients.
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Oct 01, 2013
By dvm360.com staff

Check out these videos that demonstrate what you say, what the client heard and how you should have said it in tough conversations.

Pet weight

Pets packing on extra pounds can be vulnerable to a number of medical problems. Dr. Ernie Ward demonstrates an articulate way (and an offensive way) to broach this potentially sensitive topic. See the video here.

Blowing off a client

In a veterinary hospital, emergencies will happen and they will disrupt your day. But a busy schedule is no reason to blow off a client. Here Brian Conrad, CVPM, exhibits the effective—and ineffective—way to keep clients apprised of the timeline.

Price matching

Clients who request that their pets' prescriptions be submitted to an online pharmacy may mean no offense—they simply might not be aware that your practice will match those prices locally. Dr. Ernie Ward illustrates how to standoffishly aggravate a client and how to turn the conversation in your favor here.

Payment options

Are word choice and body language interfering with what you're trying to communicate to clients? Brian Conrad, CVPM, demonstrates the right—and wrong—way to discuss payments with clients here.