Q&A: The cost of client consultations

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Our practice gives out too much free advice over the phone. How can we make these interactions worth our time without alienating our clients?

Q: Our practice gives out too much free advice over the phone. How can we make these interactions worth our time without alienating our clients?

It's easy to get frustrated with long client phone calls, but at least these clients truly care about their pets, says Debbie Allaben Gair, CVPM, president of veterinary consulting firm Bridging the Gap in Sparta, Mich. Don't charge for brief phone consultations, but handle them effectively and efficiently. Spending a few minutes on a phone call will likely result in a satisfied customer and, therefore, healthier pets.

Train staff members to handle routine client questions and offer extended phone consultations with doctors for more complicated ones. The more you can build relationships with clients, the more likely they are to lean on you for their lifelong medical pet care needs.

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