Better communication = better client bonding & better communication = better medicine (Proceedings)
Time and time again veterinarians rate high in the most trusted professions. People trust us!
Who do you purchase things from?
How do you choose your doctor?
What is the most valuable trait in your spouse?
Trust!
Time and time again veterinarians rate high in the most trusted professions. People trust us!
The same goes for our clients. They choose your practice based on trust. If they don't trust us they are less likely to:
1. Be compliant to our recommendations
2. Remain loyal to our practice
3. Trust our team members – they will become DVM needy
4. They will not speak highly on our behalf increasing our personal referrals
5. Clients will tell bad stories more then they will tell good ones!
How do we gain & keep the trust of our clients?
1. Communication
a. 4 types
i. Verbal
ii. Non-Verbal
iii. Written
iv. Visual
b. Using open ended questions and statements
i. No "do ya wannas"
c. Effective listening
d. Empathy
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2. Bonding with clients
a. Creating those memorable moments
i. Client education (verbal and materials)
ii. Fun certificates
iii. Dental photos
iv. Angel Pins, Donations, Flowers, Cards, Rainbows Bridge
v. Bandanas
vi. Stuffed animals
vii. Comfort Calls
viii. Fund raisers
A. Santa Paws
B. Chip and Dip
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3. Loyalty
a. When a client is bonded they are loyal
b. Loyalty means they will return
c. Loyalty means they will accept mistakes if handled properly
d. Loyalty means they will tell their friends
e. Loss of bonding and loyalty due to technology
i. Smiling faces replaced by kiosks
ii. Friendly greetings replaced by automated telephone systems
f. More important in today's economy
g. K-N-O-W
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4. Speaking in one voice – How many voices are speaking in your practice?
a. Team members understanding of policies and protocols
b. Same answer, every time, every team member
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5. Team training & having the right team in place
a. Regular team meetings
b. Regular CE
c. Hire the 10's
d. Don't be afraid to get rid of the 5's
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6. Do what you say you are going to do
a. Telephone messages and return calls
b. Treatment plans
c. Email
d. Systems in place to catch mistakes
i. Example – outside labs
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7. Don't assume – or judge clients
a. Set standards of care and stick to them
b. Create a treatment plan and have options
c. Be confident in your plan with reasons why you are doing what you do and consequences if the plan is not followed
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8. Be above average!
a. Have you had a memorable oil change?
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9. Old saying, "You can't expect what you don't inspect."
a. Mystery shopper
b. Surveys
i. New clients
ii. Existing clients
iii. Exiting clients
c. Follow up calls
d. New client calls
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10. What is WOW service?
a. Anticipate the needs of your clients and then deliver those needs before they ask!
i. Clients won't ask what they don't know exists
b. Simple tasks
ii. Carry out food
iii. Delivery if mistakes or missing inventory
c. Coffee or water
d. Call backs
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11. Curb appeal – inside and out!
a. Outside
i. Dead flowers?
ii. Trash in parking lot?
iii. Poop
iv. Poor lighting
v. Old sign
vi. Paint chips
vii. Sticky door handle
viii. Snow covered
ix. Windows
b. Inside
i. Odor
ii. Brochures
iii. Magazines
A. Pet related ones that tell clients don't go to the veterinarian
iv. Hair balls
v. Staff appearance
A. Clean scrubs
B. Professional attire
C. Name tags
vi. Media
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