Say this, not that!
Check out these videos that demonstrate what you say, what the client heard and how you should have said it in tough conversations.
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 matchingClients 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.
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.