Phone fun: Nightmare on line 1
Sometimes veterinary client conversations take a horrifying turn. Heres help to take control of these discussions.
Many of the calls you take are routine. But every once in a while, you're confronted with a situation that just plain takes your breath away. Just remember, the appropriate response can help protect and preserve pets' heath. Below you'll find real calls from pet owners. Take a minute at your next team meeting to review these scenarios-and brainstorm your own-and answer these questions for each situation:
> What's the client's primary concern, regardless of how it's presented?
> How can you help the client and the pet?
> What's your primary goal for this conversation? For example, do you want to correct a client's misinformation or to schedule an appointment for the doctor to examine the pet?
> What are the steps you need to take to educate these clients without offending them?
One final thought: Stay positive and professional. How you manage these challenging conversations can help protect and preserve pets' wellbeing-and remind clients to always check with the veterinarian to guide their pets' medical care.
Oriana Scislowicz, BS, LVT, VDT, is a Firstline Editorial Advisory Board member and a technician in Richmond, Virginia.
You tell us!
Have you taken some wild client calls? Send them to us at firstline@advanstar.com and we might feature them in the next issue of “phone fun.” Then check out more scary but true phone calls at dvm360.com/phonefun.
