{"id":9761,"date":"2021-02-01T00:00:22","date_gmt":"2021-02-01T08:00:22","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=9761"},"modified":"2022-06-15T17:47:44","modified_gmt":"2022-06-15T17:47:44","slug":"words-matter-veterinary-communication","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/words-matter-veterinary-communication\/","title":{"rendered":"Words Matter"},"content":{"rendered":"

Rather than making a New Year\u2019s resolution at the beginning of 2020, I chose a word for the year: communication. As I reflect on my actions and the communication skills I practiced, I\u2019m reminded of how much words matter. The right words spoken at the right time can build connections with people and positively affect our feelings and those of others.<\/p>\n

Veterinary teams can use the power of words to create an exceptional client experience, deepen connections with pet owners and achieve the best outcomes during times of stress. Choosing the right words helps teams demonstrate their interest in and compassion toward pet owners and ensure that they feel heard. Changing how you speak requires concentration and practice, but it is well worth the effort.<\/p>\n

Let\u2019s look at how team members can make their communications more positive and meaningful to pet owners.<\/p>\n

Small Changes Can Make\u00a0a Big Difference<\/h3>\n

Much has been written about how employees of Ritz-Carlton and Chick-fil-A say, \u201cIt\u2019s my pleasure,\u201d in response to a customer\u2019s \u201cThank you.\u201d I rarely hear that phrase at veterinary hospitals. Does it mean veterinary employees need to adopt \u201cIt\u2019s my pleasure\u201d to be more positive and welcoming? I don\u2019t think so. While I\u2019m a fan of sophisticated customer service, phrases like that are often shortened to \u201cMy pleasure\u201d and over time can begin to lack authenticity. Additionally, some employees think the phrase sounds too formal. Team members have plenty of other ways to sound professional and friendly.<\/p>\n

One small change that can make a difference in how pet owners feel is to use complete sentences rather than short, rushed phrases that can leave clients thinking they\u2019re just a number. Instead of saying, \u201cNo problem\u201d or \u201cSure,\u201d team members can say, \u201cI\u2019m happy to help you, Mrs. Jones, and it was so great to see Chloe today.\u201d Notice the personalized response. Another example is to replace \u201cSorry \u2019bout that\u201d with \u201cI apologize for the wait time. Thank you for your patience.\u201d<\/p>\n

Clipped phrases should be avoided on the phone, too. No one wants to hear \u201cHold please\u201d or \u201cYour name?\u201d The appropriate questions are \u201cMay I place you on a brief hold?\u201d and \u201cMay I get your name?\u201d<\/p>\n

First and Last Impressions<\/h3>\n

How team members greet pet owners on the phone and in person sets the tone for the client experience. Using positive phrases makes people feel welcome. A team member who doesn\u2019t know a pet owner approaching the front desk might ask, \u201cCan I help you?\u201d While there\u2019s nothing wrong with that phrase, it\u2019s ordinary and lacks warmth. A stronger, more positive greeting is, \u201cHi, is this Sophie?\u201d or \u201cWelcome! Who is this handsome boy?\u201d<\/p>\n

I\u2019m also not a fan of \u201cHave a seat and we\u2019ll be with you soon,\u201d which can sound dismissive. Instead, team members can use a friendlier phrase that also signposts the next action by saying, \u201cDr. Taylor\u2019s assistant will be out in a few minutes to take you to an exam room.\u201d Most people will sit down or walk away from the desk without being told to do so.<\/p>\n

When checking out pet owners, client service representatives tend to say, \u201cYour bill is \u2026\u201d or \u201cYou owe \u2026.\u201d To change this communication to focus on patient advocacy<\/a> rather than money, team members can say, \u201cI see that Hannah had an exam today and a negative heartworm test and will be going home with six months of heartworm, flea and tick prevention<\/a>. Her preventive care total today is \u2026.\u201d<\/p>\n

Once clients pay their bill, practice employees often say, \u201cHave a nice day\u201d or \u201cHave a good one.\u201d Again, such closing remarks are mediocre and lack meaning for a client. To positively influence the pet owner\u2019s feelings, better options are:<\/p>\n