{"id":22003,"date":"2022-05-31T00:00:13","date_gmt":"2022-05-31T00:00:13","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=22003"},"modified":"2022-06-15T17:48:50","modified_gmt":"2022-06-15T17:48:50","slug":"the-power-of-a-question","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/the-power-of-a-question\/","title":{"rendered":"The Power of a Question"},"content":{"rendered":"

As I write this article, I reflect on recent experiences with my dermatologist and accountant. I mostly like my dermatologist \u2014 let\u2019s call her Dr. Jones \u2014 because I\u2019m confident in her knowledge and expertise. She does a thorough exam and asks, \u201cDo you have any questions?\u201d She\u2019s efficient and reasonably friendly but doesn\u2019t engage me in conversation. I\u2019ll continue to see Dr. Jones, but I wouldn\u2019t say I\u2019m bonded to her practice; I don\u2019t feel a relationship with her.<\/p>\n

In contrast, I am bonded to my accountant. I moved to Nashville two years ago but still use the accountant I had in Florida. I trust his expertise, and we have a relationship. Every time we talk, he asks how I\u2019m doing. I believe he cares about my financial and personal well-being.<\/p>\n

What\u2019s interesting is that I\u2019m more loyal to my accountant than my dermatologist. Given how much I value my health and that I\u2019ve had skin cancer, you\u2019d think it would be the opposite.<\/p>\n

One significant difference in the two experiences I described was the power of a question to build connections. At the end of the appointment, my dermatologist asked what most of us would expect: \u201cDo you have any questions?\u201d On the other hand, my accountant got personal \u2014 \u201cHow are you doing?\u201d \u2014 at the beginning of the appointment, prompting me to share a few highlights of my work and life.<\/p>\n

Veterinary team members frequently ask questions of pet owners to obtain information but miss the opportunity to build relationships. The right questions can help increase client loyalty and compliance<\/a>, so let\u2019s see how you can use them to achieve such outcomes.<\/p>\n

Close-Ended vs. Open-Ended<\/h3>\n

A close-ended question can be answered with a single word, such as \u201cyes\u201d or \u201cno.\u201d Alternatively, an open-ended question invites someone to provide an expanded response. In my experience, when I ask veterinary team members for an example of an open-ended question or have them practice one, I often hear closed-ended questions. Your team members should know the difference so that they can develop a better rapport with pet owners and increase compliance.<\/p>\n

How to Improve Loyalty<\/h3>\n

The key to enhancing loyalty is to develop a relationship with pet owners so that they bond to your practice. Think about your interactions with clients. Do you do all the talking, or do you encourage a dialogue? Asking open-ended questions creates a conversation and connects with pet owners. Being inquisitive shows your interest in the client and pet. Here are examples:<\/p>\n