Wondering how to help your staff better communicate with clients who have concerns after watching Friday night’s ABC 20/20 story? We’ve put together some response scenarios to share with your team. We know you CARE! Make sure you connect with your clients, and use these as jumping off points to open meaningful conversations.
- “That article was hurtful to all of us. Each day we invest our hearts into this job. I thought it was irresponsible of ABC 20/20 to build a case on the confessions of one bad veterinarian. But I appreciate your concern, so let’s address each of your questions, one at a time.”
- “We base all of our recommendations on our experience and our continuing education. And I’m glad you’re asking questions, because I want everyone to understand the merit of what we do. I’d like to spend some time with you one-on-one now to answer your questions because you matter to us. You always have and you always will.”
- “I understand your concern. You’re not convinced this dental disease is progressive. Let’s agree that you will monitor your pet’s tartar over the next three months. I’ll follow up with you then. Together, we’ll keep track of this condition and we’ll agree together when the best time to do the procedure is.”
- “I’m glad you’re giving me the opportunity to explain myself better. I care about you and your pet individually. If I lost your confidence, it would be extremely upsetting to me. So, let’s discuss each of your concerns one-by-one.”
- “I understand your concern. We appreciate concerned pet owners like you. We vaccinate according to the guidelines of the vaccine manufacturer. I can have a weblink sent to you from the manufacturer, explaining the vaccine and how often it should be given. May I do that for you?”