Firstly, let’s get something straight, the focus of any conversation with a client is never about money, it’s about care. That’s not a cloying turn of phrase; it’s the truth. NEVER train your employees to work with their mouths, but, with their heads, their hands, and their hearts. You are not in business to swindle people out of money, so stop apologizing for your prices. When talking to clients about money, lead off with your good intentions, your concern for them and their pet, and then make a firm recommendation. What you charge is what you charge in order to stay in business and to be reasonably profitable. Prioritize the conversation in that manner.
Demonstrating that you care about clients, telling them that you want to help them and their pet, and then laying a price on them that clearly makes them squirm is uncomfortable for everyone in the room. Don’t let it stop you from pursuing what you know to be right: the best care for the pet. If the client appears uncomfortable or unwilling, probe more deeply into how you can work with them. Demonstrate that you are willing to work with them, or better put, help them.
Occasionally this kind of pursuit will be judged as pushy or ‘sounds like your trying to sell me something’. I’m sorry that your good intentions will sometimes be misunderstood. Don’t let some of the bad things that happen to you change your intentions to and your ability to make a positive impact on the world.
Halow Tassava Provides Onsite Help With Veterinary Team Training and Coaching
Halow Tassava has helped dozens of veterinary teams effectively educate and connect with clients. The practices that we help typically grow compliance rates by 40% or more! It’s fun, it’s extremely productive, and it may be FREE. Contact Bash Halow or Brenda Tassava for more information.
Check out what some of our clients have said about bringing Bash or Brenda to their practice to help them with veterinary team training.
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Good luck in your endeavors to improve. We wish you nothing but success!