4 SLIM DOWN THE BLAME GAME
Clients know that their pet is overweight—it's often the first thing they tell me. I used to counsel pet owners and make suggestions
about obesity. They took it very personally, almost as if I were saying they were a bad pet owner. That's a terrible way to
start a relationship. Now I don't say a word about it and I get great compliance on pet dieting and exercise recommendations.
I seriously think that an interesting episode of TV's The Biggest Loser would be one with pet owners and their pets. Clients want to help their pets get healthy; they just don't want me to point
a finger at them.
5 TAKE CLIENTS BEHIND THE SCENES
Show pet owners where their dog or cat will stay. This is very important at my veterinary clinic because we see new clients
every day. Pet owners want to know that their pets are safe in a peaceful environment. I've had many clients agree to in-patient
care because we showed them where their pet would sleep during an overnight stay. Also, be sure to let clients hug Scruffy
one more time before you close the cage doors.
Now, let's talk about you. Do you know that there are a high percentage of veterinarians who are tired, burned out, deflated,
unhappy, and resentful of their career? Once you have a better client compliance rate, I promise you're going to be less stressed,
release endorphins, and improve your overall health.
Don't just do great—be great. It takes less time and energy. This is a proven fact! Remember it's not what we do that matters
about 99 percent of the time. It's how much we care that matters most.
Some people think I'm too happy and may be laughing at some of my suggestions. I'm OK with that. I'm going to shake a client's
hand, kiss the dog, and release some more endorphins. I would love to hear your feedback after you try some of the tips. How's
your client compliance rate now? Are you getting more thank-you cards and referrals? Head to
http://dvm360.com/compliance to sound off and swap stories.
Christina Winn, DVM, is an emergency and critical care clinician in Portsmouth, N.H. Please send questions or comments to
ve@advanstar.com
or post them at
http://dvm360.com/compliance.
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