Fetch Faculty Q&A: Kristi Fisher, CVT, VRCE

During dvm360’s Fetch National Harbor conference, dvm360 sat down with Kristi Fisher, CVT, VRCE, to talk more about her lecture on sympathy versus empathy, and how understanding the difference can help veterinary professionals

dvm360: Starting with your name, can you tell me a little bit about yourself?

Kristi Fisher, CVT, VRCE: Sure, my name is Kristi Fisher. I am a CVT. I also have my VRCE, which is the Veterinary Receptionist Certificate of Excellence, and I've been in the veterinary industry for about 20 years.

dvm60: In your own words, how would you define sympathy versus empathy?

Fisher: Yeah, so empathy is going to make the connection with the client where sympathy is more just, I'm sorry. It's not very personal. It is not something that develops that deeper bond with your clients, where empathy really sits next to the person, where sympathy is a further distance of saying, Hey, I'm sorry you're going through this where empathy is that connection, it's that feeling, it's the personal relation that you can do with a client that really just dives deeper into what they're feeling and your understanding of their feelings.

dvm360: How do you think showing empathy can improve client experience, especially when a pet is in crisis?

Fisher: I think showing empathy in any situation can improve client and patient relationships and also the care the patient receives. The client trusts you more and has a better understanding and can relate to you more, the more likely they are to bring their pet back in for follow ups, more likely they are to actually come back to receive the care the pet needs. And then developing that relationship with the client just makes you stand out. It's not that you're just a number. It's not that you are just trying to pass them off to get to the next client. It's that you are taking the direct time sitting down with them, showing them they are important, and making sure that they're being heard.

dvm360: What are some signs that a client might be feeling guilty, and how would you respond to them?

Fisher: Yeah, so when a client feels guilty, most of the time it comes off as anger. Anger, embarrassment, or fear and that could be led by so many things. Maybe they cannot afford treatment, maybe they are embarrassed they waited so long to have their pet seen and that is where empathy really needs to come in over sympathy. Where you can say I understand things like this are easily missed, you are not alone in these feelings, we are here to help you in this moment instead of just saying I’m sorry this is the situation. Again, it just develops that deeper relationship that really proves to the client that you care and you want to be able to help them further.