{"id":9452,"date":"2020-12-01T00:00:53","date_gmt":"2020-12-01T08:00:53","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=9452"},"modified":"2022-06-15T17:46:43","modified_gmt":"2022-06-15T17:46:43","slug":"pet-owners-clients-perspective","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/","title":{"rendered":"The Client\u2019s Perspective"},"content":{"rendered":"<p>I recently took my long-haired dachshund, Gidget, to a veterinary hospital because she needed treatment for atopy. Because I had moved a short time before, I didn\u2019t have an established relationship with a local veterinarian. My first thought when I scheduled the appointment was, \u201cAre they going to let me be with her?\u201d My next thoughts were:<\/p>\n<ul>\n<li>\u201cAm I going to trust the doctor?\u201d<\/li>\n<li>\u201cAm I going to like the veterinary team and the hospital?\u201d<\/li>\n<li>\u201cWhat is the visit going to cost?\u201d<\/li>\n<\/ul>\n<p>For the first time in a long while, I experienced the client\u2019s perspective of a veterinary visit, something that is easy to lose sight of.<\/p>\n<p>Now more than ever, teams need to remember that the stress typically associated with a trip to the veterinarian is exacerbated by the anxiety people feel because of the pandemic and other social issues. One dilemma facing practices is how to maintain a positive client connection while dealing with operational changes and caseload increases.<\/p>\n<h3>The New Normal<\/h3>\n<p>The downside for clients when practices are busy is that getting an appointment can take days or weeks. In many instances, clients face longer wait times during the appointment, and even more frustratingly, they might be separated from their pets. Because of curbside protocols, clients might talk to the doctor by phone rather than in the exam room. Hospitals that are busy or running behind schedule might reduce client education.<\/p>\n<p>Understandably, those clients might think they\u2019re receiving less value for their money. And unfortunately, some take out their frustrations on the veterinary team.<\/p>\n<h3>High Call Volumes<\/h3>\n<p>Experienced client service representatives know the challenge of juggling phone calls and other responsibilities. Phones ringing off the hook put increased stress on the front-office team. Newly hired CSRs, in particular, struggle to learn their jobs and keep up with the call volume.<\/p>\n<p><a href=\"https:\/\/todaysveterinarybusiness.com\/crisis-veterinary-leaders\/\">High call volumes<\/a> often translate to less favorable client experiences. Some practices have gone to automated answering systems, which can make reaching a team member more difficult. Pet owners might hear rushed greetings and experience long hold times. They might wait longer for a return phone call or to pick up a prescription. To clients, the phone can seem like a barrier.<\/p>\n<p>One danger of an increased caseload is that veterinary teams can become complacent about client service and lose focus on enhancing client loyalty and compliance, two common long-term goals. Bear in mind that some new clients might have come from another clinic, which means they aren\u2019t bonded to yours. Moreover, pet owners who have a negative experience might not return.<\/p>\n<p>All these changes to operations will undoubtedly persist well into 2021. Therefore, veterinary teams must be mindful of their clients\u2019 perspectives and use <a href=\"https:\/\/todaysveterinarybusiness.com\/3-common-communication-blunders\/\">communication skills<\/a> to connect with pet owners. Clients need to receive as much value now as they did before the pandemic.<\/p>\n<p>Here are five communication skills that all team members can use on the phone and during in-person encounters.<\/p>\n<h3>1. Validate the pet owner\u2019s perspective.<\/h3>\n<p>One of the most difficult aspects of client service is the need to respond positively even when you\u2019re tired, busy or feeling out of sorts. Remember that what you do every day isn\u2019t routine for pet owners. They inherently are stressed because of the anxiety of not knowing what\u2019s wrong with their pet, the fear of the outcome, the sadness that their pet is sick or scared, and the frustration associated with the cost of care.<\/p>\n<p>What\u2019s also helpful to remember is that anger is often a secondary emotion. Communicate that you understand the client\u2019s perspective by using phrases such as \u201cI know this is a difficult time for you,\u201d \u201cI understand you\u2019re frustrated by our safety protocols\u201d and \u201cI understand you weren\u2019t expecting these expenses for Hannah today.\u201d<\/p>\n<h3>2. Reassure the pet owner.<\/h3>\n<p>Supportive statements are valuable during times of crisis and whenever pet owners show concern. At hospitals that still use curbside protocols, team members can say, \u201cI understand it\u2019s difficult to be separated from Sophie. Rest assured we will give her lots of hugs and take great care of her.\u201d<\/p>\n<p>Reassure clients who have financial concerns with a statement such as \u201cWe know these are difficult times for everyone, and we\u2019re here to help you. Dr. Taylor will review Jake\u2019s <a href=\"https:\/\/todaysveterinarypractice.com\/treatment-plans-for-routine-and-refractory-canine-epilepsy\/\">treatment plan<\/a> with you, and we\u2019ll go over your payment options as well.\u201d<\/p>\n<h3>3. Convey interest.<\/h3>\n<p>Saying something positive helps make a connection with a pet owner. One way to do this is to praise the client. A team member can say: \u201cYou are a wonderful pet parent. Your commitment to Sophie\u2019s care will help her live a longer, more comfortable life.\u201d<\/p>\n<p>Compliments are another way to engage pet owners and show that you\u2019re paying attention. Examples include \u201cGidget is such a cute name\u201d and \u201cI love your scarf; it\u2019s so pretty.\u201d<\/p>\n<h3>4. Ask questions.<\/h3>\n<p>Being inquisitive is one of the most effective ways to build strong connections with pet owners. During busy times, ask questions that don\u2019t take much time to answer but are engaging. Examples include:<\/p>\n<ul>\n<li>\u201cHas it been awhile since you\u2019ve had a kitten?\u201d<\/li>\n<li>\u201cWhat fun activities do you have planned for this weekend?\u201d<\/li>\n<li>\u201cHow did you decide to adopt this puppy?\u201d<\/li>\n<\/ul>\n<p>Questions also are critically important when non-verbal body language is absent or diminished. Since we can\u2019t see people during phone calls or see their entire face because of masks, team members need to make sure that clients understand their pets\u2019 medical condition and treatment plan. Veterinarians can ask, \u201cTell me what you know about allergies in dogs\u201d or \u201cWhat questions do you have about Chloe\u2019s treatment plan?\u201d<\/p>\n<h3>5. Request cooperation.<\/h3>\n<p>Just because pet owners are understandably stressed doesn\u2019t mean that teams should ignore bad behavior. To address ugly scenes, kindly tell clients how their actions affected you, remind them that you\u2019re trying to help and then request cooperation. You can say: \u201cMrs. Jones, I feel uncomfortable with you yelling at me. I want to help you. My request is that you lower your voice and give me a chance to check with the doctor about Charlie.\u201d<\/p>\n<p>You also can request cooperation if you are seeing a high number of no-show appointments. You can say, \u201cMr. Smith, I have you scheduled for 2 p.m. on Tuesday with Dr. Taylor. We have a high demand for appointments right now. Should you end up not needing to bring Sadie in for any reason, please be sure to call us so that we may schedule other patients during that time.\u201d<\/p>\n<p>I\u2019m happy to report that Gidget\u2019s pruritis subsided after treatment. While the outcome was positive, I still reflect on my client experience. As a pet owner, I think about how I was treated by the team, whether I received value for my money and whether I trusted the doctor.<\/p>\n<p>The short- and long-term success of your business is tied to your team\u2019s ability to remember the client\u2019s perspective, even during busy, stressful and difficult times. Building strong connections and combining them with exceptional patient care will help more pets get the care they deserve.<\/p>\n<hr \/>\n<h3><span style=\"color: #008000\">TRAINING TIP<\/span><\/h3>\n<p>Have each member of the veterinary team choose one communication skill to practice each week. Post everyone\u2019s commitment on a poster board or dry-erase board as a visual reminder. At the end of the week, hold a 10-minute standing meeting to share success stories about making great client connections.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Five specific communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.<\/p>\n","protected":false},"author":25,"featured_media":9453,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"iawp_total_views":0,"footnotes":""},"categories":[332],"tags":[],"class_list":["post-9452","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-december-2020-january-2021","column-talk-the-talk","clinical_topics-client-communication"],"acf":{"hide_sidebar":false,"hide_sidebar_ad":false,"hide_all_ads":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.7 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Client\u2019s Perspective | Today&#039;s Veterinary Business<\/title>\n<meta name=\"description\" content=\"Five communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.\u00a0\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Client\u2019s Perspective\" \/>\n<meta property=\"og:description\" content=\"Five communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/\" \/>\n<meta property=\"og:site_name\" content=\"Today&#039;s Veterinary Business\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/todaysveterinarybusiness\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-01T08:00:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-06-15T17:46:43+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2020\/11\/Talk-the-Talk.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"544\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Peter Weinstein, DVM, MBA\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@tvbpublication\" \/>\n<meta name=\"twitter:site\" content=\"@tvbpublication\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Peter Weinstein, DVM, MBA\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/\"},\"author\":{\"name\":\"Peter Weinstein, DVM, MBA\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#\\\/schema\\\/person\\\/8d005f60dfa9ae2ffadd086f1994cbec\"},\"headline\":\"The Client\u2019s Perspective\",\"datePublished\":\"2020-12-01T08:00:53+00:00\",\"dateModified\":\"2022-06-15T17:46:43+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/\"},\"wordCount\":1250,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2020\\\/11\\\/Talk-the-Talk.jpg\",\"articleSection\":[\"December 2020\\\/January 2021\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/\",\"url\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/\",\"name\":\"The Client\u2019s Perspective | Today&#039;s Veterinary Business\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2020\\\/11\\\/Talk-the-Talk.jpg\",\"datePublished\":\"2020-12-01T08:00:53+00:00\",\"dateModified\":\"2022-06-15T17:46:43+00:00\",\"description\":\"Five communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.\u00a0\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#primaryimage\",\"url\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2020\\\/11\\\/Talk-the-Talk.jpg\",\"contentUrl\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2020\\\/11\\\/Talk-the-Talk.jpg\",\"width\":1024,\"height\":544,\"caption\":\"Remember that what you do every day isn\u2019t routine for pet owners.\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/pet-owners-clients-perspective\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"The Client\u2019s Perspective\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#website\",\"url\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/\",\"name\":\"Today&#039;s Veterinary Business\",\"description\":\"Veterinary Business Magazine\",\"publisher\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#organization\",\"name\":\"Today's Veterinary Business\",\"url\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/todaysveterinarybusiness.com\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2022\\\/02\\\/tvb-logo.png\",\"contentUrl\":\"https:\\\/\\\/todaysveterinarybusiness.com\\\/wp-content\\\/uploads\\\/sites\\\/2\\\/2022\\\/02\\\/tvb-logo.png\",\"width\":258,\"height\":71,\"caption\":\"Today's Veterinary Business\"},\"image\":{\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/todaysveterinarybusiness\",\"https:\\\/\\\/x.com\\\/tvbpublication\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/todaysveterinarybusiness\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/navc.sitepreview.app\\\/todaysveterinarybusiness.com\\\/#\\\/schema\\\/person\\\/8d005f60dfa9ae2ffadd086f1994cbec\",\"name\":\"Peter Weinstein, DVM, MBA\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/a336576f27fe0dce0b3609456954ed42d0d2fecbd40baefbec521a3f44c63085?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/a336576f27fe0dce0b3609456954ed42d0d2fecbd40baefbec521a3f44c63085?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/a336576f27fe0dce0b3609456954ed42d0d2fecbd40baefbec521a3f44c63085?s=96&d=mm&r=g\",\"caption\":\"Peter Weinstein, DVM, MBA\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The Client\u2019s Perspective | Today&#039;s Veterinary Business","description":"Five communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.\u00a0","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_US","og_type":"article","og_title":"The Client\u2019s Perspective","og_description":"Five communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.\u00a0","og_url":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/","og_site_name":"Today&#039;s Veterinary Business","article_publisher":"https:\/\/www.facebook.com\/todaysveterinarybusiness","article_published_time":"2020-12-01T08:00:53+00:00","article_modified_time":"2022-06-15T17:46:43+00:00","og_image":[{"width":1024,"height":544,"url":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2020\/11\/Talk-the-Talk.jpg","type":"image\/jpeg"}],"author":"Peter Weinstein, DVM, MBA","twitter_card":"summary_large_image","twitter_creator":"@tvbpublication","twitter_site":"@tvbpublication","twitter_misc":{"Written by":"Peter Weinstein, DVM, MBA","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#article","isPartOf":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/"},"author":{"name":"Peter Weinstein, DVM, MBA","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#\/schema\/person\/8d005f60dfa9ae2ffadd086f1994cbec"},"headline":"The Client\u2019s Perspective","datePublished":"2020-12-01T08:00:53+00:00","dateModified":"2022-06-15T17:46:43+00:00","mainEntityOfPage":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/"},"wordCount":1250,"commentCount":0,"publisher":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#organization"},"image":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#primaryimage"},"thumbnailUrl":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2020\/11\/Talk-the-Talk.jpg","articleSection":["December 2020\/January 2021"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/","url":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/","name":"The Client\u2019s Perspective | Today&#039;s Veterinary Business","isPartOf":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#primaryimage"},"image":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#primaryimage"},"thumbnailUrl":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2020\/11\/Talk-the-Talk.jpg","datePublished":"2020-12-01T08:00:53+00:00","dateModified":"2022-06-15T17:46:43+00:00","description":"Five communication skills can help the veterinary team maintain a strong connection with pet owners, especially during difficult times.\u00a0","breadcrumb":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#primaryimage","url":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2020\/11\/Talk-the-Talk.jpg","contentUrl":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2020\/11\/Talk-the-Talk.jpg","width":1024,"height":544,"caption":"Remember that what you do every day isn\u2019t routine for pet owners."},{"@type":"BreadcrumbList","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/pet-owners-clients-perspective\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/"},{"@type":"ListItem","position":2,"name":"The Client\u2019s Perspective"}]},{"@type":"WebSite","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#website","url":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/","name":"Today&#039;s Veterinary Business","description":"Veterinary Business Magazine","publisher":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#organization","name":"Today's Veterinary Business","url":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#\/schema\/logo\/image\/","url":"https:\/\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2022\/02\/tvb-logo.png","contentUrl":"https:\/\/todaysveterinarybusiness.com\/wp-content\/uploads\/sites\/2\/2022\/02\/tvb-logo.png","width":258,"height":71,"caption":"Today's Veterinary Business"},"image":{"@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/todaysveterinarybusiness","https:\/\/x.com\/tvbpublication","https:\/\/www.linkedin.com\/company\/todaysveterinarybusiness"]},{"@type":"Person","@id":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/#\/schema\/person\/8d005f60dfa9ae2ffadd086f1994cbec","name":"Peter Weinstein, DVM, MBA","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/a336576f27fe0dce0b3609456954ed42d0d2fecbd40baefbec521a3f44c63085?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/a336576f27fe0dce0b3609456954ed42d0d2fecbd40baefbec521a3f44c63085?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/a336576f27fe0dce0b3609456954ed42d0d2fecbd40baefbec521a3f44c63085?s=96&d=mm&r=g","caption":"Peter Weinstein, DVM, MBA"}}]}},"_links":{"self":[{"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/posts\/9452","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/users\/25"}],"replies":[{"embeddable":true,"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/comments?post=9452"}],"version-history":[{"count":2,"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/posts\/9452\/revisions"}],"predecessor-version":[{"id":18711,"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/posts\/9452\/revisions\/18711"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/media\/9453"}],"wp:attachment":[{"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/media?parent=9452"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/categories?post=9452"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/wp-json\/wp\/v2\/tags?post=9452"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}