My veterinary team is very uncomfortable going over treatment plans. What tools can I give them to be more successful?
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Our team at dvm360.com and Firstline magazine asked practice manager Emily Shiver to answer your questions about life in practice for managers, technicians, assistants, client service receptionists and more. Got a question for her? Email us at email@example.com.
Let’s face it. Many clients are extremely emotional— especially about finances— often making discussing treatment plans an arduous task. Here are some proven tips that will help you present these plans like a pro:
In a perfect world, the pet owner would respond positively, sign the treatment plan, and allow you to begin treating their pet. 7 out of 10 times— this is not the case— especially in an emergency situation. However, don’t panic—all is not lost. Instead of being intimidated, be empathetic. Let them know that you are committed to working through the treatment plan with them.
Here are some common client concerns about treatment plans and what to do about them.
Try saying the following empathetic statements to calm you client’s fears:
Presenting treatment plans with empathy and compassion helps to eliminate some of the stress of this delicate discussion. It also potentially erases the “all you care about is money” connotation. Remember to never pressure or guilt your clients into making a decision. The goal is to work together to achieve the best possible outcome for their pets.
Emily Shiver, CVPM, CCFP, is practice manager at Cleveland Heights Animal Hospital in Lakeland, Florida.