{"id":75410,"date":"2023-12-01T00:00:46","date_gmt":"2023-12-01T05:00:46","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=75410"},"modified":"2023-11-30T18:11:47","modified_gmt":"2023-11-30T23:11:47","slug":"clients-talk-the-talk-1223","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/clients-talk-the-talk-1223\/","title":{"rendered":"When Suggestions Sound Like a Hard Sell"},"content":{"rendered":"

I read a Facebook post about a pet owner looking for a veterinarian who wouldn\u2019t try to \u201cupsell\u201d her by recommending services that the client thought were unnecessary. While you don\u2019t want to put too much stock in an occasional negative complaint like that, evaluating how your team suggests treatments and procedures is worthwhile. Let\u2019s look at four common mistakes that can cause clients to think, \u201cIt\u2019s all about the money.\u201d<\/p>\n

1. Protocols That Don\u2019t Work Well<\/strong><\/h3>\n

To improve client compliance, practice leaders often ask team members to recommend services over the phone, during check-in or in the exam room \u2014 before a veterinarian sees the pet. However, think about it this way: Would you accept recommendations from a receptionist or nurse before a physician examined you? No. A recommendation before a client education conversation is more likely to sound like a sales pitch.<\/p>\n

SOLUTIONS<\/strong><\/p>\n

Reassess your protocols. How often do team members tell a veterinarian that a client declined a service before the doctor\u2019s arrival? Unfortunately, the veterinarian will have difficulty re-engaging the client in a conversation about recommended care if the initial response is \u201cno.\u201d To avoid such a scenario, consider these changes:<\/p>\n

When speaking with a client by phone before a visit, use statements such as \u201cDr. Taylor will examine Jake and talk about the best preventive health care plan for him before proceeding with any treatment.\u201d<\/p>\n