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Bonding with owners of adult pets
Veterinary clients who've adopted from a shelter or rescue organization need a special approach. Here's how to foster a healthy relationship with these practice clients.
Every new pet owner is filled with a sense of joy and wonder. After all, they've just made a new best friend, and their heads are filled with the possibilities of what's ahead: supply runs to the pet store, trips to the dog park, or maybe just lazy Sunday afternoons napping on the couch together.
But is that elation reserved strictly for those who buy or rescue puppies as opposed to adult dogs? Not necessarily. There is a difference, though, between the respective owners in terms of their relationship with your clinic, says Dr. Marty Becker, a writer, speaker, and resident veterinarian for Good Morning America.
"When you get a new puppy or kitten, it's like having a new child," says Dr. Becker, a Veterinary Economics Editorial Advisory Board member. "You feel like there are lots of things you can do to impact the pet's life and longevity. You want to spoil it more and pamper it and raise it right. Adult pets can sometimes be set in their patterns, so their owners don't always feel that same sense of control."
More in this package:
Take a specialized approach to adult pets' needs
Use behavior training to bond with clients
On the other hand, people who adopt adult pets often take pride in their good deed, says Dr. Louise Murray, vice president of the ASPCA's Bergh Memorial Animal Hospital. "When someone buys a pet-store puppy, there's not much to say," she says. "But with adopted pets, these owners are proud to tell the pet's story and how they rescued it."
So while you may not be able to ooh and ahh over new-puppy or kitten cuteness, you can strongly affirm these clients for their actions. They've done a noble thing by adopting these pets, and you should remind them of that fact. "Always try to backslap and high-five them for having rescued a pet," Dr. Becker says. "By doing so, you can begin to create that three-way partnership between you, the client, and the pet."
That partnership is especially important for adopted pets, since many of them have already been spayed or neutered and vaccinated before they ever visit your clinic. As such, you'll need to take a specialized approach to their health needs.
Try creating a health checklist for adult patients if you don't already have one, Dr. Becker says. Go through the list with each new client and address any questions or concerns.
Next, talk to the client and find out what you can about the animal's history, Dr. Murray says. It may not need vaccines, but you might consider running baseline diagnostics to check for any serious issues.
Once you've built that bond and covered your new patient's health needs, you can forge a lasting relationship that spans the life of the pet. "A lot of my closest clients have adopted adult pets," Dr. Murray says. That's enough to produce that new-pet joy in your entire practice team.
More in this package:
How many adoptions of adult pets are you seeing?
Take a specialized approach to adult pets' needs
Use behavior training to bond with clients
Use behavior training to bond with clients
Whether it's a new puppy that piddles on the floor, a cat that scratches leather furniture, or an adult dog that barks excessively, many new pet owners struggle with unwanted behaviors in their pets. To help clients solve these issues, ramp up behavior training services at your practice, says Dr. Ross Clark, a Veterinary Economics Editorial Advisory Board member. Even a basic training program can address most problems and bond clients with with your practice. Head to http://dvm360.com/behaviorprogram for more on behavior training, then download a behavior questionnaire at http://dvm360.com/behaviormodification.
More in this package:
How many adoptions of adult pets are you seeing?
