Some clients view an office visit as an opportunity to catch up on an assortment of neglected pet health problems. Use these techniques to stay on topic and on schedule.
Long lists of concerns and questions lead to extended office visits. These unplanned, long office visits seriously limit your ability to stay on schedule. If repeated throughout the day, they can create major delays, increasing your stress level and your team members' frustration and inconveniencing and annoying those clients who are kept waiting. What's more, by graciously accommodating such clients, you encourage them to bring similar lists on future visits.
You can't always prevent clients from bringing in a super-long list of questions and topics they'd like to discuss, but you can lessen the frequency of such visits. Try these solutions:
Veterinary Economics Editorial Advisory Board member Bob Levoy is a seminar speaker based in Roslyn, N.Y., who focuses on profitability and practice growth, and the author of 101 Secrets of a High-Performance Veterinary Practice (Veterinary Medicine Publishing Co., 1996).